Project Lead
2 weeks ago
Project Lead - Service Desk
Designation:Project Lead
Location:Mumbai & Pune
Experience:6-10 years
Shift:24/7 Operations - Rotational Shift & week Offs
International Voice Support:At least 4 years of experience
Candidate Requirements:- Handling American & British customers - At least 4 years of experience
As a Service Desk Team Lead, you will oversee the performance of Level 1 and Level 2 services and support to clients (internal and external) and ensure 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.
You will be responsible for ensuring staff meet and exceed expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.
Key Skills and Responsibilities:- People management and 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
- Required expertise and analytical skills to provide strategic process improvement inputs - operational excellence
- Ownership on quality performance of delivery and SLA attainment
- Good understanding of ITIL and Lean concepts, ITIL certification will be a plus
- Open to work 24/7
- Transition experience and SD implementation exp will be added advantage
- Oversight of 100% of 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
- Oversight of staff activities
- Schedule employees working times and ensure optimum scheduling to drive required occupancy
- Provide data and reporting of KPIs 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
- Oversight of 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, verification, and company proprietary information
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