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.
