Helpdesk Supervisor-Bilingue

Helpdesk Supervisor-bilingueHCLTech is a global technology company, delivering industry-leading capabilities centered around digital, engineering, cloud and AI.

We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.HCL is looking for a Helpdesk Supervisor with the following requirements : Skills : Excellent English communication (verbal and written) and interpersonal skills.Strong customer service orientation with a focus on empathy and patience.Understanding of computer hardware, software (operating systems, common applications), and networking concepts.Proficiency in using ticketing systems and knowledge base tools.Ability to follow instructions and procedures accurately.Strong problem-solving and analytical skills for basic issues.Proficient in Microsoft Office programs.What we need to see : 5-8 years relevant Experience for manager Service Desk support operation.Having experience of managing a team size of minimum 30 people.Having sound experience in managing customer requirement as onsite location.Handling customer request and deliver on timely basis.Managing onsite resources.

Responsible for fulfilling team request and provide full support to team members.Keep all the required SLA met.Working from customer location.Support can be requested under 24x7 operation.Responsible for prepare team CDP's and have discussion with HCL leadership to implement them.Self-motivated to identify and correct operational issues.Lead and supervise : Manage the day-to-day operations of the helpdesk team and technical support staff.Recruit, train, and mentor : Interview, hire, train, and provide ongoing coaching and performance feedback to helpdesk representatives.Performance evaluation : Monitor team performance, set goals, and implement plans to improve staff skills and effectiveness.Operations and Process ManagementManage ticketing system : Oversee the helpdesk ticketing system to ensure efficient tracking and resolution of user support tickets.Develop policies and procedures : Establish and enforce standards, workflows, and escalation paths for the helpdesk team.Monitor and report on performance : Track and analyze key performance indicators (KPIs), such as response times, ticket resolution rates, and user satisfaction.Ensure customer satisfaction : Focus on delivering excellent customer service and ensuring high levels of user satisfaction.Maintain knowledge base : Ensure that technical documentation, troubleshooting guides, and support scripts are up-to-date.Improve processes : Identify recurring technical issues and recommend and implement service improvements.Collaborate with other departments : Liaise with other IT departments and business units to align support efforts with overall business needs.Budgeting and resource management : Oversee helpdesk resources, including staffing, tools, and budget, ensuring adequate resources are available to meet demands.What we offer : Life insuranceMajor Medical Expenses Insurance (extends to spouse and 2 children under 25 years of age, if applicable).

Minor Medical Expense Insurance.Savings Fund 10% (up to MXN $4,300 monthly)Food vouchers 13% (up to MXN $3,300 monthly)30 days bonus12 days of vacation in the first year, increasing by 2 as dictated by law.Location : Position on site- Technoparque - AzcapotzalcoWe are an equal opportunities employer and welcome applications from all qualified candidates.

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