Platform Owner - Help Desk

Job description

Job Title : Platform Owner - Help Desk Function: Digital Innovation & Technology Location: Powai, Mumbai Role Summary The Platform Owner - Helpdesk will be responsible for leading and managing multiple support teams catering to various business-critical digital platforms, including Salesforce CRM, Dealer Management System (DMS), IEC Franchise Applications, Genesys CTI based contact centre and SmartCom Hub. The role is accountable for ensuring high-quality support services, adherence to SLAs, efficient incident resolution, continuous process improvement, and overall customer satisfaction. The representative will act as the primary operational leader for all helpdesk functions, providing guidance to support teams, monitoring performance, identifying recurring issues, driving enhancements, and working closely with business and technology teams to improve system stability and user experience. Key Responsibilities: Helpdesk Operations Management • Manage end-to-end operations of multiple helpdesk teams supporting: • Salesforce CRM users (internal teams) • DMS (Dealer Management System) users and channel partners • IEC Franchise support users • SmartCom Hub customers and users • Genesys CTI Support • Ensure uninterrupted support services across all channels. • Monitor ticket volumes, trends, workloads, and team performance. • Establish and maintain support processes, escalation mechanisms, and governance frameworks. • Drive efficient resource allocation across support teams based on demand and priorities. SLA & Service Performance Management • Ensure agreed Service Level Agreements (SLAs) are consistently achieved. • Monitor key service metrics including: • First Response Time (FRT) • Resolution Time • SLA Compliance • Case Backlog • Customer Satisfaction (CSAT) • Service Availability • Conduct regular service review meetings with stakeholders. • Implement corrective and preventive actions for SLA breaches. Team Leadership & People Management • Lead, mentor, and develop helpdesk team members. • Provide technical guidance and operational support to team leads and support executives. • Conduct performance reviews, training needs assessments, and coaching sessions. • Build a high-performance, customer-centric support culture. • Ensure adequate staffing and workforce planning. Incident & Problem Management • Oversee resolution of critical incidents and escalations. • Perform root cause analysis (RCA) for recurring issues. • Coordinate with development, infrastructure, and business teams for permanent fixes. • Ensure timely communication to stakeholders during major incidents. Application Support & Continuous Improvement • Utilize working knowledge of Salesforce and related business applications to: • Understand user issues effectively • Guide support teams toward faster resolution • Identify functional gaps and process bottlenecks • Recommend system enhancements and automation opportunities • Analyze recurring cases and propose solutions to reduce incident volumes. • Drive preventive support initiatives and knowledge management programs. Stakeholder Management • Act as a single point of contact for business stakeholders regarding support operations. • Coordinate with Business analyst, IT, vendors, implementation partners, and business teams. • Present service performance dashboards and improvement plans to management. Governance, Reporting & Compliance • Prepare and publish regular MIS reports and dashboards. • Track support KPIs and drive continuous service improvements. • Maintain support documentation, SOPs, knowledge articles, and escalation matrices. • Ensure adherence to IT service management and compliance processes. Required Qualifications • Bachelor’s degree in engineering, Information Technology, Computer Science, or related field. • Salesforce knowledge preferred. • Experience in Multi-Team management • Additional certifications in Service Management or Customer Support will be an advantage. Experience • 8-12 years of experience in Application Support, Helpdesk Operations, IT Service Management, or Customer Support functions. • Minimum 5 years of experience managing support/helpdesk teams. • Experience handling multiple enterprise applications and customer-facing support functions. • Exposure to Salesforce CRM, DMS platforms, customer portals, or digital applications is highly desirable. Technical Competencies • Understanding of Salesforce platform and CRM processes. • Knowledge of incident, problem, and change management processes. • Experience with ticketing tools and service management platforms. • Knowledge of SLA management and service governance. • Familiarity with customer support operations and digital applications. • Ability to analyze support trends and recommend system/process improvements. Key Skills • Team Leadership & People Management • Helpdesk Operations Management • Service Delivery & SLA Management • Customer Service Excellence • Incident & Problem Management • Vendor & Stakeholder Management • Process Improvement & Automation • Root Cause Analysis • Performance Monitoring & Reporting • Communication & Presentation Skills Key Success Measures (KPIs) • SLA Adherence % • First Response Time (FRT) • Average Resolution Time • Case Backlog Reduction • Customer Satisfaction (CSAT) • Repeat Issue Reduction • Support Cost Optimization • Knowledge Base Utilization • Team Productivity & Utilization • Reduction in Recurring Cases through Enhancements & Automation Preferred Candidate Profile A proactive service leader with strong operational management capabilities and a good understanding of Salesforce and digital support ecosystems. The candidate should possess the ability to lead multiple support teams, identify improvement opportunities, drive automation and enhancements, and continuously improve customer and user experience while ensuring service excellence