Service Desk Supervisor at AHEAD

Gurugram, Haryana, India

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Information Technology, Managed ServicesIndustries

Requirements

Strong verbal and written communication skills; adept at communicating with all levels of technical and non-technical people
Ability to maintain emotional balance and self-control in dealing with difficult personnel situations
Respect and safeguard confidential information as required
Utilize negotiation skills to achieve results
Affinity for and successful experience with small to medium size business environments
Ability to adapt and thrive in a constantly changing work environment
Ability to balance tasks back-to-back against specific timeframes
Great organizational skills

Responsibilities

Provide daily operational support, workflow management and supervision for the 24x7 Service Desk team
Responsible for continual improvement, critical incident process management, delivery of quality program and knowledge base maintenance
Communicate, lead and manage all high severity outage situations as Incident Manager
Assist in the delivery and execution of staff development/action plans
Participate in design discussions for Operations tools and technology
Coach and mentor Service Desk Analysts on technical skills, call, and ticket quality
Delegate ticket workflow to the Service Desk Analysts
Work closely with other Managed Services team members to create/update process and Knowledge Base documentation for new and existing customers and communicate changes to the Service Desk teams
Identify gaps in process and procedure and initiate service improvement plans
Participate in internal Managed Services focused continual service improvement projects
Assist with the onboarding of new analysts
Lead morning operations call, and distribution of morning turnover as requested
Run daily reports as needed to support customer requirements
Ensure work schedules for both teams are sufficiently covered for each workday
Reschedule personnel to cover for vacations, emergencies, and/or sick time
Conduct written warnings, as needed, when processes/policies are not followed
Attend performance review meetings with the Operations Manager as needed
Update the Operations Manager on any personnel issues that may arise
Represent AHEAD in a professional manner in all forms of communication with customers
Ensure that daily issues of a complex scope receive the urgency and escalation necessary to support the overall business and customer support objectives
Ensure appropriate technical resources are assigned and incidents are being addressed in all ticket queues for Service Desk

Skills

Key technologies and capabilities for this role

Service DeskIncident ManagementWorkflow ManagementKnowledge Base MaintenanceProcess ImprovementStaff SupervisionCoachingMentoringTicket ManagementIT Operations

Questions & Answers

Common questions about this position

What is the work arrangement or location for this role?

This information is not specified in the job description.

What are the key responsibilities of the Service Desk Supervisor?

The role involves providing daily operational support and supervision for the 24x7 Service Desk team, managing critical incidents, coaching analysts, delegating ticket workflows, and leading continual service improvement projects.

What is the company culture like at AHEAD?

AHEAD prioritizes a culture of belonging where all perspectives and voices are represented, valued, respected, and heard, empowering everyone to speak up, make change, and drive the culture. They are an equal opportunity employer that embraces diverse candidates to enrich ideas and perspectives.

What success characteristics are important for this position?

Successful candidates inspire trust and respect, maintain emotional balance in difficult situations, have strong verbal and written communication skills, respect confidentiality, utilize negotiation skills, have experience with small to medium businesses, and can adapt to changing environments.

What is the salary or compensation for this role?

This information is not specified in the job description.

AHEAD

Digital transformation and cloud consulting services

About AHEAD

AHEAD specializes in digital transformation services, focusing on helping medium to large enterprises modernize their IT infrastructure. The company offers a range of services including cloud migration, automation, and infrastructure optimization, primarily using Microsoft Azure. AHEAD's products work by providing tailored consulting and managed services that guide clients through the complexities of digital transformation. What sets AHEAD apart from its competitors is its deep expertise in cloud solutions and a strong client-centric approach, which has been validated by achieving Gold Cloud Platform Competency with Azure. The company's goal is to empower organizations to take control of their digital transformation journeys and achieve sustainable success.

Chicago, IllinoisHeadquarters

2007Year Founded

BUYOUTCompany Stage

Consulting, Enterprise SoftwareIndustries

1,001-5,000Employees

Benefits

Health Insurance

401(k) Retirement Plan

Paid Vacation

Paid Sick Leave

Risks

Emerging cloud service providers offer similar services at lower costs.

Rapid technological advancements may outpace AHEAD's solution updates.

Economic downturns could reduce spending on digital transformation projects.

Differentiation

AHEAD specializes in digital transformation with a focus on cloud solutions.

The company achieved Gold Cloud Platform Competency with Microsoft Azure.

AHEAD offers tailored solutions for cloud migration and infrastructure optimization.

Upsides

Increased demand for hybrid cloud solutions aligns with AHEAD's expertise.

Growing interest in AI-driven IT operations presents new opportunities for AHEAD.

The rise of edge computing offers AHEAD opportunities in edge-to-cloud solutions.

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