Global Helpdesk Manager

Global Helpdesk Manager

**Job Summary:** As we continue to grow, we are looking for a world-class Global Helpdesk Manager based in Hyderabad, India, and reporting to the Global Desktop Support Manager. In an industry that is reshaping the world's energy future, there's no better place to be. You will be responsible for leading a technical support team, ensuring timely and accurate customer service, recruiting and training representatives, and establishing customer service standards. The role requires a strong technical background, problem-solving, and excellent communication skills. We value pushing boundaries, holding ourselves to a higher standard, and thriving together. If you are ready to contribute to our journey of excellence, we invite you to be a part of our dynamic team.

**Responsibilities:**

• Day-to-day management, resource planning, and work allocation to meet agreed service levels.
• Recruit, train, and support help desk representatives and technicians.
• Set specific customer service standards.
• Ensure tracking and monitoring of performance of service delivery through all channels, analyzing metrics and reports, and resolving issues.
• Contribute to improving customer support by actively responding to queries and handling complaints.
• Establish best practices and implement ITIL standards.
• Analyze business requirements of all departments to determine technology needs.
• Develop reports on help desk team's productivity.
• Define team goals, lead staff towards achieving desired results, and be accountable for team performance.
• Collect feedback to identify patterns and issues for resolution or FAQs provision.
• Develop and maintain a knowledge base.
• Perform other tasks assigned by the leader as needed.

**Requirements:**

• Degree in Information Technology, Computer Science, or equivalent.
• Minimum 7 years of experience in Service Desk, IT call center, IT service delivery, or related end-user facing services.
• Ability to develop rapport, trust, and open communication with direct reports.
• Experience as a team lead managing a team of SD Agents, including duty roster planning, issue resolution, escalations, trainings, etc.
• Strong planning skills and analytical ability.
• Proficiency in common desktop hardware, software, M365 services, Active Directory, network, and system.
• Good verbal and written communication skills, teamwork ability, cross-cultural experience, and project management skills.

**Safety Compliance:** Your safety is our number one priority at Maxeon. All employees must complete regular workplace safety training and comply with mandatory safety standards.

**Equal Employment Opportunity:** Maxeon provides equal employment opportunity to all applicants and employees. Discrimination based on race, color, national origin or ancestry, gender, age, religion, disability, veteran status, marital status, sexual orientation, or any other protected basis is not tolerated by Maxeon.

**Job Segment:** Help Desk, Information Technology, Project Manager, Technical Support, Computer Science, Technology.