Yamaha Motor Solutions India Looking for IT Helpdesk Manager at Noida, Uttar Pradesh, India Full Time

• The IT Helpdesk Manager with IT procurement skills is responsible for leading the helpdesk team to provide excellent technical support and customer service to end-users
• This role involves managing all activities related to the IT helpdesk, including incident management, request fulfilment, and user satisfaction
• Additionally, the manager will utilize their IT procurement skills to negotiate with vendors, manage supplier relationships, and ensure the cost-effective acquisition of IT equipment, software, and services

Qualifications: Bachelor in Information Technology, Computer Science, or related field.

Skills

• Proven experience in IT helpdesk management and IT procurement.
• Strong understanding of IT infrastructure, systems, and software.
• Excellent Data Documentation Skill in Excel
• Ability to analyse and solve complex technical, managerial, and financial issues.
• Good leadership, negotiation skills.
• Familiarity with ITIL (Information Technology Infrastructure Library) or other IT service management frameworks
• Any System/Database Administration/Active Directory (AD) Experience (Nice to have)

Certifications

• ITIL /ISO 20000 or any other IT Service Management Certification (optional)
• AD/Azure Cloud /Office365 (optional)

Experience: Around 8 Years of Proven Experience in IT Helpdesk Management and IT Procurement.

Personal Attributes

• Excellent communication skills, both verbal and written
• Training Presentation Skill
• Effectively articulate ideas, convey information
• Establishing rapport, actively listen to customer needs and concerns, and demonstrate empathy
• Address customer inquiries or issues promptly and professionally
• Clear and concise communication is essential for understanding requirements expectations

Work Environment

• Posting at Greater Noida,
• General Shift
• This role typically operates in an office environment but may require occasional travel to vendor sites or other company locations (Faridabad, Chennai etc)
• Must be able to work outside of regular business hours as needed, including weekends and evenings, to meet business needs.

Key Responsibilities

Helpdesk Management

Oversee the daily operations of the IT helpdesk team, ensuring timely and effective resolution of issues and requests.

• Develop and implement helpdesk policies, procedures, and service standards.
• Monitor helpdesk performance through various metrics and KPIs (Key Performance Indicators) to ensure high levels of customer service.
• Lead, mentor, and develop helpdesk staff, including scheduling, training, and performance evaluations.

Technical Leadership

• Provide expert guidance to the helpdesk team on complex technical issues.
• Stay informed on the latest IT trends and technologies to drive innovation within the helpdesk and procurement processes.
• Coordinate with other IT departments to align helpdesk activities with broader IT initiatives and projects.

Customer Service

• Ensure a high level of user satisfaction through effective service delivery and communication.
• Handle escalated helpdesk issues and complaints, providing resolution in a timely and professional manner.

IT Procurement

• Manage the procurement process for IT hardware, software, and services, including vendor selection, negotiation, and contract management.
• Develop and maintain strategic relationships with key IT vendors and suppliers.
• Ensure procurement activities adhere to organizational policies and standards, including compliance and budget considerations.
• Evaluate and recommend new technology solutions to support organizational goals.