SERVICE DESK - Lead

Area(s) of responsibility

As Service Desk Team Lead, you will manage the performance of Level 1 and Level 2 services & support to clients (internal and external) and ensure that service levels are achieved. This role has as a primary requirement to manage the IT Service Desk team to deliver the best IT experience and resolve all technical issues to our end-users. Responsible for ensuring the staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.

Eligibility

• People management, Project management
• 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
• Should have the required expertise and analytical skills to provide strategic process improvement inputs - (operational excellence)
• Ownership on Quality performance of delivery  & SLA attainment
• Good understanding of ITIL & Lean concepts, ITIL certification will be a plus
• Should be open to work 24/7
• Transition experience & SD implementation exp will be added advantage

Operational Requirement

• Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues.
• Act as escalation point for all requests and incidents.
• Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization.
• Determine root cause of issues and communicate appropriately to internal and external customers.
• Train, coach and mentor Service Desk Specialists (L1&L2) including career development.
• Oversee staff activities. Builds/obtains (from other departments) training material for support staff.
• Schedule employees working times and ensure optimum scheduling to drive required occupancy
• Provide data and reporting of KPI’s and trends to stakeholders and others in ad-hoc, weekly, monthly and as needed.
• Ticket Deep Dive and develop strategies for improvement.
• Work to make Service Desk the single source of truth and service delivery channel for IT.
• Monitor and manage phone queue (participating in escalated calls as needed).
• Oversee Solutions repository and ensure top quality solutions are available to the staff.
• Develops Service and Business Level Agreements to set expectations and measure performance.
• Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation.
• Manage process for communicating outage/emergency activities to the organization.
• PO review and approval/budgeting responsibility.
• Review survey feedback to improve services, tools and support experience.
• Keep confidential all applicant, client, and verification and company proprietary information.