IT Process Manager

At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you’re passionate about developing your career, while helping others along the way, come join the Broadridge team.

Roles & Responsibilities

Manage All Help Desk Operations

• Deliver frontline technical support.

• Foster positive end-user relationships and drive customer satisfaction.

• Promote continuous improvement of Tier 1 support, desktop administration and telecom delivery for all stakeholders.

• Monitoring ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.

• Gather and report operational metrics, accomplishments, and priorities for weekly leadership meeting(s).

• Establish and implement ITIL standards.

• Analyze the business requirements of all departments to determine their technology needs

• Successful delivery of services and projects supporting the business both on time and within budget through proactive team management and leadership.

• Escalation and resolution of software/system issues to the information systems/development team

• Define team goals and lead staff to achieving desired results, and while being accountable for team performance.

• Identify the need for upgrades, configurations or new systems and report to upper management.

• Conduct regular check-ins with all direct reports to monitor performance, track progress on the completion of work duties and responsibilities and discuss successes and challenges.

• Able to handle external partners, auditors and consultants on risk management and regulatory compliance.

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

• Strong communication and interpersonal skills with the ability to effectively listen and communicate information in a clear and concise manner.

• Plan, organize, and coordinate work to meet established deadlines and accommodate rapidly changing priorities.

• Ability to communicate and partner with other departments to identify and assist in the development of enhanced processes and procedures.

• Facilitate process improvement projects with the team based on sound data analysis.

• Proven ability to lead teams toward organizational goals with successful outcomes

• Demonstrate de-escalation skills and ability to effectively diffuse/resolve customer complaints

Qualification: Bachelor’s Degree

Certifications: Good to have ITIL Foundations Certification or PMP

Experience: 10-12 Years

Location: BLR