We are seeking an experienced Service Desk Manager capable of handling multiple technology services accounts. Ideal candidate should have 5+ years of experience handlingsmall to mid sizes of teams providing services to US based clients.

Responsibilities:

  • IT Helpdesk / Service Desk management
  • Performance KPIs management and implementations
  • Ensure SLA adherence
  • Escalations handling and Root Cause Analysis
  • Manage training and Knowledge base resources
  • Recruiting and Upskilling of team members
  • Conducting periodic business reviews with all stakeholders to demonstrate health of the services provided

Skills & Abilities:

  • Strong communication skills
  • Excellent employee
  • Strong initiative and self-awareness – a flexible team player
  • Creative thinker
  • Strong employee/customer relations experience
  • Demonstrated strength in employee communication
  • Program planning and facilitation experience
  • Experience driving engagement, and building and implementing related programs

Requirement:

  • Bachelor or Master’s degree in IT.
  • 5+ years’ experience in similar role
  • Good communication skills in English
  • Good command on Microsoft Office
  • Strong problem solving & analytics skills
  • Accredited certifications
  • Experienced with industry leading ticketing systems

What we offer:

  • Market competitive salary
  • Career Growth
  • Learning & Development
  • Provident Fund
  • EOBI
  • Paid Leaves
  • Medical Coverage (IPD)
  • Life Insurance

Location: Gulberg II, Lahore
Shift: US Timings (9:00am to 6:00 ET)

Interested candidates can apply by sending their resumes to recruitment@premierbpo.com with job title as email subject.