MS Service Desk Team Lead.

Overview

The Team Lead, Managed Services Client Service Desk is an entry-level subject matter expert responsible for the operational management of a team of service desk agents and/or administrators, ensuring client satisfaction and continuous improvement of the service desk.

What you'll do

• Manage a team of junior service desk agents and/or administrators.
• Ensure resource allocation, attendance, effective achievement of KPIs and planning activities.
• Contribute to the process of managing tickets or calls logged at the service desk.
• Ensure all incidents logged are accurately registered and categorized.
• Ensure the allocation of an appropriate ticket prioritization code upon receipt of the ticket/call and during logging.
• Ensure ticket diagnosis is conducted to discover full symptoms, determine what has gone wrong and how to correct it.
• Take ownership and resolve or further escalate escalated incidents.
• Check incidents are fully resolved and users and/or clients are satisfied and agree to close the related incident.
• Ensure relevant actions are logged to enable tracking.
• Monitor team performance and identify any training/coaching intervention required.
• Lead the discussion of daily huddles and ensure performance-enhancement solutions are identified and implemented.
• Support identifying gaps and shortcomings in current processes, procedures and services, and provide recommendations for improvement.
• Support monitoring of backlog and use escalation channels to get the right team involved in resolving tickets in a timely manner.

What you'll need

• Some understanding of the vast range of IT operations and company service offerings.
• Good levels of client engagement and service orientation.
• Operational team management skills and ability to effectively manage the resources that report to them.
• Good collaboration skills and ability to interact professionally.
• Some understanding of project management principles.
• Bachelor's degree or equivalent in information technology or related field.
• ITIL v4 specialist certification and knowledge.
• Demonstrated relevant work experience in call center managed services/services delivery environment within a medium to large information technology environment.
• Entry-level team management/leadership experience.
• Demonstrable experience leading a team of service desk agents, preferably within a global technology organization.

Nice to have

• Relevant technical certifications.

Details

• Location: Bangalore, India.
• Workplace type: Hybrid.