HelpDesk Delivery Manager

We're Nagarro.

Nagarro is one of the fastest growing technology companies in the industry; we are a publicly traded global digital engineering leader of 18,000+ with a full-service offering founded 24 years ago in Silicon Valley. We have a broad and long-standing public sector and global commercial client base. This includes many global blue-chip companies, leading independent software vendors (ISVs), across many industries and public sector clients - Federal, State, Local and Education.

Role: Helpdesk Delivery Manager

Location: NYC, NY(Onsite)

Job Type: Full Time

Job Description :

Leadership & Team Management:

- Lead and manage the Help Desk team, fostering a culture of excellence, continuous improvement, and customer-centric service.

-Conduct performance evaluations, provide feedback, and facilitate professional development opportunities for team members.

Service Delivery & Operations:

-Oversee the day-to-day operations of the Help Desk, ensuring effective resolution of user inquiries and issues.

-Develop and enforce Help Desk policies, procedures, and service standards to maintain high service quality.

-Monitor and analyze Help Desk performance metrics, implementing improvement strategies as needed.

Stakeholder Engagement:

-Act as the primary liaison for all stakeholders regarding Help Desk services, maintaining open and effective communication.

-Understand and anticipate user needs, working collaboratively to enhance the overall support experience.

Technical Expertise & Troubleshooting:

-Provide guidance and support for complex technical issues, ensuring that the team has the necessary knowledge and resources.

-Stay informed about the latest technologies and industry best practices, integrating them into Help Desk operations as appropriate.

Project Management:

-Coordinate and manage IT-related projects, ensuring alignment with organizational goals and seamless integration with Help Desk services.

-Collaborate with various departments to ensure cohesive support and effective communication.

Reporting & Documentation:

-Prepare and present reports on Help Desk performance, trends, and initiatives to senior management.

-Ensure the maintenance of accurate and comprehensive documentation of procedures, solutions, and service records

Disclaimer: Nagarro is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will be afforded equal employment opportunities without discrimination based on race, creed, color, national origin, sex, age, disability or marital status.