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Helpdesk Delivery/Program Manager

Pleasanton, California

Requirements:

· Must have 10 years of IT experience with minimum 5 years of experience as Service Delivery Manager

· Must have managed medium to large team size

· Ability to work as team player, comfortable with fast paced, changing/challenging environment and ambiguity

· Desire to make a difference, be pro-active, innovative and see out opportunity to improve the SLA, reduce tickets volume and drive automation initiatives

· Must be technically strong in managing projects and IT operations. Must be a quick learner

· Should be able to resolve L2 & L3 tasks in various domains like Windows Operating Systems, Network, Storage, Active Directory, Outlook

· Working knowledge of Telephone systems and Mobile Devices

· Good to have Data Center experience

· Good knowledge of SQL & Analysis

· Must have sound knowledge of ITIL (Help Desk, Change Management, Incident Management, Problem Management and Continual Service Improvements)

· Experience writing and managing Standard Operation Procedures. Experience with Automation of L1 tasks

· Must have hiring experience

Responsibilities:

· Serve as Primary point-of-contact and manage overall delivery from multiple onshore teams

· Understand customer requirements, work closely with internal team to fulfill those requirements

· Sound knowledge with minimum two or more ticketing tools

· Responsible to manage tickets backlogs, analyze tickets, produce, and present volumetrics and Trend Analysis

· Should be able to produce and present weekly & monthly reports with volumetrics & trend analysis

· Manage Weekly/Monthly Shift Roaster for multiple teams at multiple locations

· Should be able to manage the team to meet or exceed SLA.

· Responsible for Customer Satisfaction

· Should be capable of driving major Incident Management, if needed.

· Should be able to visit client’s various offices in Bay Area

About Us:
MatchPoint Solutions is a fast-growing IT-Engineering services company with clients across the US. We provide technology solutions to various clients like Robinhood, Airbnb, Google, Uber, Sephora and more! More recently, we have expanded to working internationally in Canada, China, Ireland, UK, Brazil and India. We are excited to be continuously expanding our team. If you are interested in this position, please send over your updated resume. We look forward to hearing from you!

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