Service Desk Incident Manager

Company: Zensar Technologies
Location: Westborough
Posted on: May 28, 2023

Job Description:

Job Role : Service Desk/Incident ManagerLocation : Westborough, MASalary : $110,000/Annum + BenefitsWhy Zensar?We're a bunch of hardworking, fun-loving, people-oriented technology enthusiasts. We love what we do, and we're passionate about helping our clients thrive in an increasingly complex digital world. Zensar is an organization focused on building relationships, with our clients and with each other-and happiness is at the core of everything we do. In fact, we're so into happiness that we've created a Global Happiness Council, and we send out a Happiness Survey to our employees each year. We've learned that employee happiness requires more than a competitive paycheck, and our employee value proposition-grow, own, achieve, learn (GOAL)-lays out the core opportunities we seek to foster for every employee. Teamwork and collaboration are critical to Zensar's mission and success, and our teams work on a diverse and challenging mix of technologies across a broad industry spectrum. These industries include banking and financial services, high-tech and manufacturing, healthcare, insurance, retail, and consumer services. Our employees enjoy flexible work arrangements and a competitive benefits package, including medical, dental, vision, 401(k), among other benefits. If you are looking for a place to have an immediate impact, to grow and contribute, where we work hard, play hard, and support each other, consider joining team Zensar!You might really grab our attention if you have:Helpdesk Manager Responsibilities: -Managing the help desk team and evaluating performance.Report on SLAs, and KPI Metrics.Perform Analysis and provide a reason for missed SLAs.Understand different KPIs like AHT, FCR, Abandoned Calls, Average Speed to Answer, etc..Understanding of creating SOP's & Knowledge Management Documents.Must act as Major Incident Manager.Ensuring customer service is timely and accurate on a daily basis.Recruiting, training, and supporting help desk representatives and technicians.Manage the help desk team and evaluate performance.Ensure customer service is timely and accurate on a daily basis.Recruit, train, and support help desk representatives and technicians.Set specific customer service standards.Contribute to improving customer support by actively responding to queries and handling complaints.Establish best practices throughout the entire technical support process.Follow up with customers to identify areas of improvement.Develop daily, weekly, and monthly reports on the help desk team's productivity.Provide customer feedback to the appropriate internal teams, like product developers.Major Incident Manager: -The Major Incident Manager is responsible for the end-to-end management of all IT major incidents. Their role and responsibilities are extremely varied and include (amongst others):Leveraging technology to issue all communications and providing key stakeholder managementLeading, driving, facilitating, and chairing all investigation activities, meetings, and conference callsForming collaborative action plans with specific actions, roles, and deadlines, and ensuring these are completedMatrix management of people, processes, and resources including third parties - including resolving conflict to move forward to resolutionBeing accountable for resolving the outage via a workaround or permanent fixEnsuring all administration and reports are maintained and up-to-date, including contacts information, technical diagrams, post-major incident reviewsSupporting and nurturing process improvements and knowledge base improvementsContinually maintaining and developing tools and resources to manage major incidents effectivelyProviding periodic major incident metrics report.Standard expectations and duties for a Service Desk Incident Manager: Oversee the analysis, testing, troubleshooting, and evaluation existing network systems, such as local area networks (LAN), wide area networks (WAN), cloud networks, servers, and other data communications networks.Manage network maintenance to ensure networks operate correctly with minimal interruption.Perform lead role in configuring security settings or accessing permissions for groups or individuals.Lead the analysis and reporting of computer network security breaches or attempted breaches.Oversee the identification of the causes of networking problems, using diagnostic testing software and equipment.Manage and monitor maintenance or standard repairs to networking components or equipment.Oversee the installation of new hardware or software systems or components, ensuring integration with existing network systems.Manage the creation or updating of technical documentation for network installations or changes to existing installations.Zensar believes that diversity of backgrounds, thought, experience, and expertise fosters the robust exchange of ideas that enables the highest quality collaboration and work product. Zensar is an equal opportunity employer. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Zensar is committed to providing veteran employment opportunities to our service men and women. Zensar is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.Zensar may not facilitate/sponsor any work authorization for this position. All candidates must present valid authorization to commence new employment in the U.S. for Zensar.Candidates who are currently employed by a client or vendor of Zensar may be ineligible for consideration.Zensar values your privacy. We'll use your data in accordance with our privacy statement located at: https://zensar.com/privacy-notice.PDN-993757b5-99ae-4418-96f9-a0f62103d072

Keywords: Zensar Technologies, Worcester , Service Desk Incident Manager, Executive , Westborough, Massachusetts