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Helpdesk Manager - People Manager

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NTT DATA

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Location:
India , Noida

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Category:
Human Resources

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The Helpdesk Manager role requires a seasoned professional with over 8 years of service desk experience, including 2 years in a managerial capacity. The candidate will lead a team, manage service level agreements, and drive continuous improvement initiatives. Strong communication and stakeholder management skills are essential. ITIL and Six Sigma certifications are preferred.

Job Responsibility:

  • Responsible for SLA’s & KPI’s
  • Responsible for customer/stakeholder relationship management
  • Analyze the problem with the team and counterparts and suggest a solution
  • Responsible for Service Improvement plans and Continuous improvement plans
  • Responsible for Cost Savings and Productivity Improvement initiatives
  • Participate in business/people related projects
  • Demonstrates exceptional organizational skills
  • Demonstrates ability and success working in a team environment
  • Exhibits passion and alignment with our vision, values & operating principles
  • Provide cross functional support
  • Managing 24x7 Operations
  • Responsible for the performance of the teams, team leads
  • Responsible in terms of best practice sharing, team building exercises, guidance and mentoring team member
  • Responsible for upskilling / cross skilling team members
  • People attrition management

Requirements:

  • Must have 8 plus solid years of Service Desk experience
  • 2 years in managing delivery for service desk
  • Sound Industry Domain Knowledge
  • Strong Communication & Presentation skills
  • People Management skills
  • Stakeholder management
  • Budget / Cost pyramid management
  • Transition management
  • Project management
  • Exceptional listening abilities and detail oriented
  • Demonstrates the ability to multi-task
  • Ability to work in heterogeneous environment
  • Possesses knowledge of Microsoft Applications like MS Visio MS Excel & MS Power point etc.

Nice to have:

  • ITIL foundation certified
  • 6 sigma certifications
  • Project Management certified
  • Client management skills

Additional Information:

Job Posted:
February 14, 2026

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