Roles & Responsibilities:

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Effectively managing, developing, and training the service desk team.
Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
An ability to balance and plan the short-term actions of the team.
Knowledge and understanding of all relevant industry standards.
Knowledge and understanding of best practices for service management.
Strong communication skills, including the ability to be influential and persuasive with stakeholders.
As needed, schedule employees working times and provide backup support.
Conduct regular assessments and share the results with stakeholders.
Review and analyze communications between IT staff and customers.
Provide regular feedback based on the periodic performance review.
Manage process for communicating outage/emergency activities to the organization.
Motivates team through timely rewards recognitions.
Train, coach, and mentor Service Desk Specialists (Level 1 / 2) including career development.
Ensure staff compliance with company policies and measures.
Knowledge on Service management concepts - namely Tools and techniques
Ability to maintain high confidentiality with sensitive information and data and display integrity.
Proactively manages risk and maintains proper documentation.
Proven abilities to work with data, analyze and draw inferences from the data available.
Ability to articulate effectively while reporting, creating minutes and action plans.
Ability to adapt quickly to changing priorities and conditions.
Should be able to lead from front with no/minimum guidance.

What you will bring to the team

Experience - Minimum 8 years with minimum 3 years in a Service Desk Team Lead role.
Education - Graduation in any discipline .
Conducting and sharing results from service and operation performance reviews.
Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations.
Managing escalations and maintaining feedback tracker .
A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
Experience in effectively interacting with employees or leadership teams from internal or client organizations.

Team Lead - Service Desk