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Team Lead

5 months ago

Mumbai, India NTT Full time

Continue to make an impact with a company that is pushing the boundaries of what is possible. At NTT DATA, we are renowned for our technical excellence, leading innovations, and making a difference for our clients and society. Our workplace embraces diversity and inclusion â itâs a place where you can continue to grow, belong, and thrive.

Your career here is about believing in yourself and seizing new opportunities and challenges. Itâs about expanding your skills and expertise in your current role and preparing yourself for future advancements. Thatâs why we encourage you to take every opportunity to further your career within our great global team.

Grow Your Career with NTT DATA

The Team Lead, Managed Services Client Service Desk takes responsibility for the operational management of a team of service desk employees. They ensure client satisfaction by managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving. This role takes guidance from the Senior Managed Services Service Desk Manager and/or Managed Services Service Desk Manager and other stakeholder functions in fulfilling their obligations.

What you'll be doing

Key Roles and Responsibilities:

  • Responsible for managing a team of service desk agents and team lead(s)
  • Management of the Service Desk Team including ensuring resource allocation, attendance, effective achievement of KPIâs and planning activities
  • Contribute to the process of managing tickets or calls logged at the service desk
  • Ensure all incidents which are logged, are accurately registered and categorized
  • Ensure the allocation of an appropriate ticket prioritisation code upon receipt of the ticket/call and during the logging process
  • Ensure ticket diagnosis is conducted to discover the full symptoms, determine what has gone wrong and how to correct it
  • Ensure reported faults are investigated and diagnosed
  • Be expected to 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 have been logged to enable tracking
  • Train Service Desk Agents and cultivate the service excellence mindset in the Service Desk team
  • Monitor the performance of Service Desk Agents and identify any training/ coaching intervention required
  • Mentor and coach Service Desk Agents to improve their performance, as part of the continual service improvement process
  • Lead the discussion of the daily huddles and ensure performance-enhancement solutions are identified and implemented
  • Identify gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement
  • Monitor backlog and use escalation channels to get the right team involved in resolving tickets in a timely manner


Knowledge, Skills and Attributes:

  • A good understanding of the vast range of IT operations and NTT service offerings
  • Display excellent levels of client engagement
  • Service orientated in nature
  • Demonstrate operational team management and leadership skills and be able to effectively manage the resources that report to them
  • Excellent collaboration skills and ability to interact professionally
  • Broad understanding of project management principles


Academic Qualifications and Certifications:

  • Bachelor's degree or equivalent in information technology or related
  • Relevant technical certifications preferred
  • ITILv4 foundation knowledge is required


Required Experience:

  • Demonstrated relevant work experience gained in call centre 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

Workplace type:

On-site Working

Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Accelerate your career with us. Apply today