Manager, IT
Coupa Software
Pune, India
1d ago

Do you want to work for Coupa Software

the world's leading provider of cloud-based spend management solutions? We’re a company that had a successful IPO in October 2016 (NASDAQ : COUP) to fuel our innovation and growth.

At Coupa, we’re building a great company that is laser focused on three core values :

1. Ensure Customer Success Obsessive and unwavering commitment to making customers successful. 2. Focus On Results Relentless focus on delivering results through innovation and a bias for action.

3. Strive For Excellence Commitment to a collaborative environment infused with professionalism, integrity, passion, and accountability.

As an IT Manager you will be responsible for the daily operations of the 24x7 L1 IT Service Desk supporting all internal coupa employees.

What you'll do :

  • Oversee the daily operation of the IT Service Desk, including coordinating and managing ticket queues to ensure customer focused, timely and effective incident resolution in line with agreed SLAs.
  • Manage staff scheduling to ensure service desk coverage during business hours and weekend coverage
  • Manage overall performance, productivity and workloads for the Service Desk team ensuring that all service levels are achieved / exceeded and high levels of customer satisfaction are maintained
  • Recruit, train and support the service desk team, monitor and review team and personal performance regularly
  • Ensure tickets are correctly categorised and managed in line with agreed procedures.
  • Produce and deliver service desk reports as required by management
  • Take the lead in high priority incident management and end user communication.
  • Conduct regular 1-1’s with the team and manage the annual performance management process for all team members against individual objectives
  • Qualifications :

  • Total professional experience for 10+ years in IT domain
  • B. S. in Computer Science or equivalent IT experience
  • 5+ years' hands on experience in a people manager role.
  • 5+ years' hands on experience managing an IT service desk.
  • Have an ITIL Framework qualification
  • Strong oral and written communications with excellent teamwork and interpersonal skills.
  • Strong organizational skills, attention to detail, and ability to prioritize a varied workload with multiple stakeholders and shifting demands.
  • Recent experience in fast-growing global Enterprise software company required (SaaS preferred)
  • At Coupa, we have a strong and innovative team dedicated to improving the spend management processes of today’s dynamic businesses.
  • It’s our people who make it happen, and we strive to attract and retain the best in every discipline.

  • We take care of our employees every way we can, with competitive compensation packages, as well as restricted stock units, an Employee Stock Purchase Program (ESPP), comprehensive health benefits for employees and their families, retirement and savings plans with employer match, a flexible work environment, no limit vacations for exempt employees, non-exempt employees are on an accrual basis for PTO, catered lunches And much more!
  • At Coupa, we have a strong and innovative team dedicated to improving the spend management processes of today’s dynamic businesses.

    It’s our people who make it happen, and we strive to attract and retain the best in every discipline.We take care of our employees every way we can, with competitive compensation packages, as well as restricted stock units, an Employee Stock Purchase Program (ESPP), comprehensive health benefits for employees and their families, retirement and savings plans with employer match, a flexible work environment, no limit vacations for exempt employees, non-exempt employees are on an accrual basis for PTO, catered lunches And much more!As part of our dedication to the diversity of our workforce, Coupa is committed to Equal Employment Opportunity without regard for race, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity or religion.

    Please be advised, inquiries or resumes from recruiters will not be accepted.

    Report this job
    checkmark

    Thank you for reporting this job!

    Your feedback will help us improve the quality of our services.

    Apply
    My Email
    By clicking on "Continue", I give neuvoo consent to process my data and to send me email alerts, as detailed in neuvoo's Privacy Policy . I may withdraw my consent or unsubscribe at any time.
    Continue
    Application form