Contact Center Helpdesk Manager

About the Company

Tata Consultancy Services (TCS) is a leading global IT and business solutions provider with over 612,000 employees across 55 countries. The company generated revenue of USD 29.08 billion in the 2023-24 fiscal year. TCS offers a wide variety of services including Cloud Infrastructure, Cognitive Business Operations, Cybersecurity, Consulting, and Internet of Things among others. It is one of India's largest equal opportunity employers with more than 100,000 female associates and regularly recognized as a leader in India's Most Respected Companies survey.

Role Overview

The position is for a Helpdesk Manager responsible for overseeing contact center functions and ITSM operations. The role involves managing large-scale helpdesk services, ensuring effective incident and service request handling, enforcing SLA compliance, and leading teams to deliver excellent customer experiences.

Key Responsibilities and Skills

• Oversee ITSM operations management, CRM integrations, and service delivery in a contact center setting.
• Manage incident and service request workflows while maintaining strict adherence to SLA and KPI targets.
• Lead workforce management efforts and foster customer experience improvements through comprehensive reporting and analytics.
• Coach, train, and mentor helpdesk staff, and manage performance to meet operational goals.
• Handle escalations and ensure quality assurance in customer support activities.

Experience and Qualifications

• At least 15 years of professional experience with a minimum of 10 years managing large IT helpdesk or contact center operations.
• Minimum 2 years managing a contact center or helpdesk with over 50 seats.
• Proficiency in ITSM platforms such as ServiceNow, SMAX, Remedy, CA Service Desk, BMC, and CRM tools.
• Strong skills in SLA governance, escalation management, and service delivery leadership.
• MBA degree from a recognized university or institute.
• Effective communication and leadership capabilities to manage some of the largest helpdesk teams.

Preferred Skills and Industry Experience

• ITIL Foundation or Intermediate certification.
• Experience working within Government, BFSI, Public Sector, or large enterprise environments.
• Understanding of Omnichannel customer support channels including voice, email, chat, and portals.
• Participation in transition and transformation projects with exposure to quality monitoring and continuous service improvement methodologies.

Additional Information

The job location is Noida or respective client locations. Candidates holding a Bachelor of Technology or Bachelor of Engineering degree in any field are eligible to apply. This role demands strong technical and behavioral competencies including stakeholder management and team leadership.