IT Manager, Service Desk

The IT Manager is responsible for successful performance of the Service Desk support group. The L1 support group is an all-encompassing Service Desk function responsible for the delivery of global support services that KLDiscovery IT provides to internal customers and IT projects.

The primary focus of this role is to supervise the Service Desk support group, including the day-to-day activity of the team ensuring compliance with established service level agreements.

He or she leads and mentors technicians through performance management tools such as team meetings, one-on-one sessions, periodic review, and individual development plans.

Through Continual Service Improvement and collaboration with business and IT leadership, the IT Manager leads Service Desk processes and functions as described by ITIL best practices framework. He or she manages and coordinates activities necessary to address major Incidents and is responsible for ongoing status of major Incident to all interested parties. Specifically targeting Incident and Service Request Management activities across company functional areas to define permanent solutions to Incidents and known errors.

This position will analyze IT service operation metrics through KPIs, compiling and distributing periodic reports and escalating gaps and issues to the appropriate resources.

India compensation is based upon the local competitive market.

On site - Chennai

Responsibilities

• Supervise, mentor, and train Service Desk Technicians to best possible performance levels in Event Management, Incident Resolution, Request Fulfilment, and Access Management
• Under guidance of global IT leadership supervise, mentor and arrange training for other IT teams where feedback is delivered to leadership and staff via regular meetings
• Monitor and facilitate Total Contact Ownership (ticket lifecycle) to ensure appropriate and shortest durations of all Requests and Incidents
• Ensure timely and relevant 24x7 response and status communication for business and IT during major Incidents
• Collaborate with relevant parties to translate component failure and capacity Incidents into overall customer service impact understanding
• Ensure timely and relevant status communication for business and IT during periodic IT maintenance windows
• Report on achievement or improvement needs in various established Service or Operation Level Agreements
• Know current overall operational position by frequently developing, modifying, and utilizing dashboards and reports related to ticketing and communication system
• Ensure Continual Service Improvement by regularly analyzing and publishing aspects, outcomes, and metrics of established processes
• Recommend and take part in automation of manual processes
• Document and/or diagram policy, process, procedure, workflow, and work instruction for related processes and functions
• Participate in projects and ad hoc duties as required

In addition, a Manager, IT will be expected to have:

• Advanced understanding of commercially available IT technologies used by KLDiscovery (Active Directory, Microsoft Server and client operating systems, Dell PC hardware, Microsoft Office, networking equipment and connectivity, printing methods, mobile device platforms and management tools, mobile voice services and plans, and a variety of user and administrative software.
• Expert ability to rapidly develop working knowledge of complex, custom-built, tiered, customer-facing software applications and relationships between various dependent configuration items.
• Expert understanding of supporting a 24x7 production environment including customer support and technology management.
• Expert ability to follow processes and/or apply common sense workarounds to ensure team success.
• Expert ability to work effectively and prioritize in urgent work situations.
• Expert intercommunication skills, especially with internal customers, support partners and SOC team members.
• English speaking as secondary language desired.
• There may be a requirement to respond to unforeseen situations outside of normal business hours and to work outside of normal business hours on project/task delivery. Participation in 24x7 on call rota.

Education, Skills & Experience

• Bachelor’s degree in technology-related field preferred or equivalent experience
• ITIL v3 Foundation certification required with practitioner certifications advantageous
• 2 years minimum leadership responsibility working within Service Operations environment
• Exposure to working in a global matrixed organization
• Demonstrate excellence in managing all functions of the role
• Demonstrated experience of working in an ITIL best practice environment with familiarity with Change, Incident and Problem Management
• Strong project management skills
• Ability to continuously improve service levels
• Good communication skills, with strong English language, both written and oral
• Good documentation skills with ability to set and audit procedural and process documentation
• Quick learning and comfortable with repetitive and non-repetitive projects and tasks
• Ability to listen, grasp concepts and engage during interactive discussions.
• Good organizational and time management skills.
• Results-oriented with an ability to be independent, motivated and proactive and to work with limited supervision
• Customer-focused with resilient interpersonal skills
• Ability to think quickly and decisively and look for alternative solutions in challenging situations
• Initiative to take on tasks and set own priorities and deadlines

Our Cultural Values

Entrepreneurs at heart, we are a customer first team sharing one goal and one vision. We seek team members who are:

• Humble - No one is above another; we all work together to meet our clients’ needs and we acknowledge our own weaknesses
• Hungry - We all are driven internally to be successful and to continually expand our contribution and impact
• Smart - We use emotional intelligence when working with one another and with clients

Our culture shapes our actions, our products, and the relationships we forge with our customers.

Who We Are

KLDiscovery provides technology-enabled services and software to help law firms, corporations, government agencies and consumers solve complex data challenges. The company, with offices in 26 locations across 17 countries, is a global leader in delivering best-in-class eDiscovery, information governance and data recovery solutions to support the litigation, regulatory compliance, internal investigation and data recovery and management needs of our clients.

Serving clients for over 30 years, KLDiscovery offers data collection and forensic investigation, early case assessment, electronic discovery and data processing, application software and data hosting for web-based document reviews, and managed document review services. In addition, through its global Ontrack Data Recovery business, KLDiscovery delivers world-class data recovery, email extraction and restoration, data destruction and tape management.

KLDiscovery has been recognized as one of the fastest growing companies in North America by both Inc. Magazine (Inc. 5000) and Deloitte (Deloitte’s Technology Fast 500. Additionally, KLDiscovery is an Orange-level Relativity Best in Service Partner, a Relativity Premium Hosting Partner and maintains ISO/IEC 27001 Certified data centers.

KLDiscovery is an Equal Opportunity Employer.

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