Service Delivery Team Lead

2 weeks ago

Greater Hyderabad Area, India GalaxE.Solutions Full time

Years of Experience : 6-8 Years:

In "real time", team leads shall effectively handle any escalation related service request and incident tickets and provide expert guidance to team members.

• Manage the help desk teams and evaluate performance against established CPI's

• Ensure customer service is timely and accurate on a daily basis

• Assist in recruiting, training and support help desk representatives

• Engage client and ensure delivery to expectation

• Ensure that the set customer service standards are met

• Contribute to improving customer support by actively responding to queries and handling escalations in case of corner use cases

• Establish ITIL best practices through the entire technical support process

• Follow up with customers to identify areas of improvement

• Shares industry best practices knowledge and offers assistance to team members

• Develop daily, weekly and monthly reports on help desk team’s productivity

• Provide customer feedback to the appropriate internal teams, like product developers


Skills and Experience You Will Need:


• 6+ years of customer service experience, preferably in a call center environment with an associate’s degree or equivalent from a two-year college in a related field

• 3+ years leading a team

• Strong knowledge of Microsoft systems, software, and technologies

• Knowledge of MS Office Suite

• Functional knowledge of cloud technologies, web-based applications, Active Directory / RACF / RSA / LDAP software and technologies, various hardware, virtual private network /Firewall support, and PC Desktop Support

• Proficient in ServiceNow or other IT Service Management Platforms

• Empathetic customer service resource

• Exceptional customer-oriented capabilities with excellent communication skills – both written and verbal

• Responds quickly and resolves problems related to technology usage.

• Defines problems quickly and resolves most issues within the specified timeframe.

• Can deliver “just-in-time” training over the phone.

• Actively shares knowledge and helps team members.

• Identifies and takes initiative to implement improvement opportunities.

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