US Payroll Helpdesk Manager

About The Company:

Ara's client is a leading IT solutions provider, offering Applications, Business Process Outsourcing (BPO) and Infrastructure services globally through a combination of technology knowhow, domain, and process expertise. They have also been ranked 29 of 100 largest financial technology vendors by American Banker and BAI in the FinTech Forward Top 100 rankings.

The Role:

Help desk manager will be responsible for leading a team of 15 resources and to provide HR service to the employees & a quick resolution to their email / telephone queries around payroll, on boarding and termination of employees.

Help desk manager should have a technical background combined with customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals is an essential skill to perform well in this position. Ultimately, you should be able to ensure high quality technical support and increase client satisfaction.

Key Responsibilities:

Manage the help desk team and evaluate performance

Ensure customer service is timely and accurate daily

Recruit, train and support help desk representatives and technicians

Set specific customer service standards

Contribute to improving customer support by actively responding to queries and handling complaints

Establish best practices through the entire technical support process

Follow up with customers to identify areas of improvement

Develop daily, weekly and monthly reports on help desk team's productivity

Provide customer feedback to the appropriate internal teams, like product developers

Ensuring daily reporting and strong hold on governance

Quality of team members responses to query needs to be overseen

Coaching of team members & daily team huddles

Skills Required:

Experience in Workday and Kronos application is an advantage

Solid technical background with an ability to give instructions to a non-technical audience

Customer-service oriented with a problem-solving attitude

Excellent written and verbal communications skills

Team management skills

Computer proficiency including Microsoft Office Product Suite

Qualifications & Experience:

Any Graduate

4 years proven work experience as a Help desk & pre - payroll SME /lead