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Help Desk Operations Director

2 weeks ago

Taguig, National Capital Region, Philippines HCLTech Full time
Company Overview

HCLTech is a leading global technology services company, helping our clients succeed in an increasingly complex and interdependent world. Our focus is on building relationships and delivering innovative solutions that meet the evolving needs of our clients.

About the Job

We are seeking an experienced Help Desk Operations Director to lead our service desk team at HCLTech. The successful candidate will be responsible for managing the day-to-day operations of the service desk, ensuring that all incidents and requests are resolved promptly and efficiently.

Key Responsibilities
  • Develop and implement processes to improve the quality of service delivery and customer satisfaction.
  • Provide coaching and training to help desk representatives and technicians to ensure they have the necessary skills and knowledge to resolve complex issues.
  • Monitor and analyze performance metrics to identify areas for improvement and implement changes to enhance service delivery.
  • Maintain accurate records and reports to track key performance indicators and trends.