Overview S2 Global, an OSI Systems Company is seeking a Helpdesk Manager to work in India location. S2 Global is the leading provider of security screening solutions and has extensive experience in program assessment, technology deployment, operation management, image analysis and maintenance services at major events, ports, land borders and air cargo facilities. Focused on Operations, Integration and Training, S2 Global’s solutions ensure that customers have the advanced technologies and sophisticated techniques to significantly increase their screening capabilities. Responsibilities Responsibilities: Helpdesk Manager’s role is to oversee the India helpdesk staff and ensure that S2 Global’s end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of helpdesk functions using helpdesk software. The helpdesk manager will also contribute to problem resolution by providing direct support as needed. Position Details Manage post installation tier 1 and 2 support for any of S2’s deployments using ITSM tool and CMDB. Analyze performance of Helpdesk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems. Manage the processing of incoming calls to the team via telephone, e-mail, and self-service portal to ensure courteous, timely, and effective resolution of end user issues. Design and enforce request handling and escalation policies and procedures. Coordinate and/or perform hands-on or remote fixes for Certscan customers, including installing and upgrading software, installing hardware, implementing backups, and configuring systems and applications. Monitor and test fixes to ensure problems have been adequately resolved. Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. Track and analyze trends in Helpdesk requests and generate statistical reports. Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations. Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency. Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users. Oversee the development, implementation, and administration of helpdesk staff training procedures and policies. Create, update, approve as needed, Knowledge Base articles, as well as recommend retirement of those past useful life. Position Requirements Knowledge & Experience Demonstrated progressive experience in the supervision of a technical support team. Proven track record of developing and providing Service Level Agreements and Helpdesk deliverables. Solid relationship management and performance management skills. Ability to motivate and direct staff members and subordinates. Strong understanding of the organization’s goals and objectives. Exceptional written and oral communication skills. Exceptional interpersonal skills, with a focus on listening and questioning skills. Strong documentation skills. Ability to absorb and retain information quickly. Ability to present ideas in user-friendly language to non-technical staff and end users. Keen attention to detail. Proven analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks in a high-pressure environment. Exceptional customer service orientation. Experience working in a team-oriented, collaborative environment. Uphold the company’s core values of Integrity, Innovation, Accountability, and Teamwork Demonstrate behavior consistent with the Company’s Code of Ethics and Conduct. It is the responsibility of every employee to report to their manager or a member of senior management any quality problems or defects for corrective action to be implemented and to avoid recurrence of the problem. Duties may be modified or assigned at any time to meet the needs of the business. Qualifications BS degree in Computer Science or related field or equivalent work experience. 3+ years managing technical support team. 5-10 years of work experience in information technology with a focus in general IT support Experience working on local and wide area networks. Able to understand IT terminologies. Knowledge and understanding of local laws and regulations about employees in India. Fluent in English written and verbal with minimal accent. Fluency in other languages would be given additional consideration, provide details on fluency in said language(s). Has the capability to troubleshoot issues that are related to an IT issue. Able to work with customers to achieve overall project objectives. Able to reliably complete assignments with limited supervision, and to help lead the actions of others to accomplish complex or extended work assignments. ServiceNow admin experience given additional consideration. Experience working in a global environment across multiple time zones. This position includes an education verification as part of our background check.