Manager- Service Desk

Job Description

DescriptionAbout SirionLabs:SirionLabs - SaaS Product firm | is looking for people who are driven to make a difference.Bringing together leading innovation, unrivalled Contract Lifecycle Management expertise and a deep commitment to customer success, SirionLabs helps the world s leading businesses contract smarter. Powered by intelligence uniquely connected across the complete contract lifecycle. SirionLabs easy-to-use, highly configurable Smarter Contracting Platform brings legal, procurement and business teams together to author stronger agreements, manage risk and strengthen counterparty relationships.Today, analyst firms such as Forrester, Spend Matters and IDC agree that SirionLabs is a leader in CLM whilst world leading businesses including Vodafone, Unilever, DHL and Morgan Stanley trust SirionLabs to create, control and manage over 5m contracts worth more than $300bn, in 100+ countries around the world. SirionLabs is backed by leading VC firms and gone through series C round. SirionLabs is a 550+ people company with 7 offices globally.Job Role: Manager- Service DeskWork Location: GurgaonYears of Experience required: 8-12 years, RequirementsAbout the role: Service Desk team is the 1st point of contact for all business users (internal & external). Service desk monitors the ticket queue, resolve all L1 queries and route other tickets to right department in timely manner. Service Desk manager will be responsible for executing the service desk strategy and tactics that will improve the customer service desk function. The focus is to build & run a global service desk that runs (24x7x365) and supports Sirion product for customers present globally (US, Europe, Australia, APAC). Candidate will follow the ITIL processes and monitor the daily queue of tickets. Candidate should be able to drive operational efficiencies, process documentations, service level management & resource management.Requirements-

• A degree in technical education/computer science (B. Tech, M. Tech, BCA, MCA)
• 8-12 years of work Experience with technical support, Customer Support, or application support background
• Proficient in handling global customers
• Familiar with ITSM Processes (Incident & Problem Management, Release Management, Change Management)
• Excellent communication (written & verbal) & interpersonal skills
• Good time management and organizational skills
• Strong knowledge of ticketing tool and chat-based support
• Run a global service desk function & timely resolve all business L1 requests.
• Identify & route the requests, incidents to the next level
• Secure clear possession of tickets, analysis, follow-up with multiple departments till closure
• Represent the Sirion to ensure serviceability and product quality issues are being tracked, prioritized & resolved
• Manage teams to secure fitness of resources to run 24x7x365 support function.
• Prepare leadership report (all data points) to review same for precision and totality of contents.
• Assist representatives from counterparts of application and resource planning and comprehend all business requirement and prepare documents.
• Coordinate with different teams and provide support to all onshore and offshore sites.
• Supervise everyday requests for matters related to growth, resources and vendors and resolve issues related to production and other environments.
• Follow standard process for escalation of unresolved issues with product & engineering teams with timely follow-ups.
• Build process documentation, SOPs & Knowledge articles.
• Ensure tickets have appropriate information, assigned to the right teams and are classified with the appropriate impact & urgency.
• Timely audit & Quality check of all support activities and data points.
• Set up & deploy a support strategy aligned with customer expectations.
• Track performance against internal & external Service Levels (response time, resolution time, up time)
• Resource management, track resources performance progress with support metrics, CSAT

Keyskills :
service level managementproduct qualityquality checkservice deskservice levelcustomer servicecustomer supporttechnical supporttime managementservice levels