Contact Center - Helpdesk Manager

Job description

**Role** - Contact Center - Helpdesk Manager **Required Technical Skill Set -** ITSM Operations Management, CRM Operations, Contact Center Management, Helpdesk Service Delivery, Incident & Service Request Management, SLA/KPI Management, Workforce Management, Customer Experience Management, Reporting & Analytics, Team Leadership **Desired Experience Range -** 10+ Years **Location of Requirement -** Noida / Client Location **Desired Competencies (Technical/Behavioral Competency/Skills)** **Must-Have\\*\\*** 1. 10+ years of experience in managing large-scale IT Helpdesk / Contact Center operations. 2. Minimum 2 years of experience managing a Contact Center / Helpdesk with more than 50 seats. 3. Strong experience in ITSM tools (ServiceNow, SMAX, Remedy, CA Service Desk, BMC, etc.) and CRM platforms. 4. Proven experience in SLA governance, service delivery management, escalation management, and customer support operations. 5. MBA Degree from a recognized university/institute. 6. Experience in training, coaching, mentoring, and performance management of helpdesk representatives. 7. Excellent stakeholder management, communication, and leadership skills **Good to Have** - ITIL Foundation/Intermediate Certification. • Experience in Government, BFSI, Public Sector, or Large Enterprise Helpdesk environments. • Knowledge of Omnichannel Customer Support (Voice, Email, Chat, Portal). • Experience in Transition and Transformation Projects. • Exposure to Quality Monitoring and Continuous Service Improvement initiatives.