Manager - Global Service Desk

The Role: Manager - Global Service Desk
Location: New Delhi, India

As a key member of the Global IT Operations team, you will be responsible for leading local deskside support for Cheggs non-US offices, as well as partnering with your counterpart in the US, to ensure follow-the-sun support is available for Cheggs employees. You will directly supervise team members in multiple locations and time zones. As the senior IT leader in your region, your ability to evangelize IT best practices will be critical. Your success will depend on your ability to communicate context to both technical and non-technical business partners and customers.

Responsibilities

• Cultivate top talent and mentor team members to exceed expectations
• Oversee all helpdesk support operations in Chegg’s non-US offices
• Collaborate with the US team to ensure continuous global support
• Proactively manage support requests, ensuring timely resolution and adherence to SLAs (Service Level Agreements)
• Assist in developing timelines and milestones for IT projects, ensuring timely and cost-effective completion
• Establish, document, execute, and manage helpdesk policies, procedures, and standards, delivering consistent and reliable solutions
• Evaluate and improve processes that will improve the end-user experience
• Monitor and analyze performance metrics to identify trends and areas for improvement
• Ensure compliance with IT policies, standards, and data security regulations
• Manage relationships with third-party vendors and suppliers
• Actively gather customer feedback to improve service quality
• Oversee the budget for service desk operations, ensuring cost-effective solutions
• Continuously evaluate and recommend new tools and technologies to improve service desk operations
• Regularly update senior management and stakeholders on service desk performance and activities 
• Oversee and manage changes to IT services to ensure minimal business disruption
• Evaluate and make recommendations regarding the capacity of the service desk team to meet current and future support demands

Requirements

• 10+ years of experience in a corporate technical environment with project management expertise
• Proven track record of leading high-performing teams and building strong cross-functional relationships
• Experience in strategic planning and system design, interacting with all organizational levels
• Experience maintaining a high-performing support team in a multi-site organization
• Proficiency with Microsoft Windows, MacOS, Office 365, Windows Server, helpdesk ticketing systems, Okta, AD, and computer networking
• Flexibility to work varied hours, including evenings, weekends, and holidays
• Excellent English communication skills, both written and verbal