Service Desk Lead

Manages all performance of the SD Technicians in a 24/7 x 365 call center and carries out the

strategy of the Helpdesk to assure performance as required and defined by the Service Desk

Manager. Ensures adherence by all SD Technician Staff members to Helpdesk policies and

procedures. Supervises and ensures development of Helpdesk representatives; resolves conflicts;

ensures work product consistently meets established standards; and takes required

corrective/developmental action to remedy deficiencies. The Service Desk Team Lead manages the

day to day defined performance requirements at the Service Desk Technician Level, as well as

meeting prescribed Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).

Performs 24x7x365 floor management to ensure smooth operation of the service desk, acting as a

Subject Matter Expert and escalation contact to the Service Desk Technicians.

Essential Duties and Responsibilities:

• Provide floor support and ensure floor discipline.

• To smoothly manage the daily operations by ensuring availability of Associates on phones as

per planned schedules.

• To act as a primary contact for process updates with an aim of enhancing the product / process

skills & knowledge levels of both self as well as the team members.

• To be able to collate, analyze and present objective data in the form of suitable MIS reports.

• To monitor the overall functioning of the process by identifying areas of opportunities and

recommend process improvements.

• Handling escalated calls, complaints, questions, and queries as necessary

• Create coverage schedules to achieve target SLA’s and OLA’s

• Ensures adherence to coverage schedules and adjusts accordingly.Communicates Coverage deviations to Management and WFM

• Accomplishes call center human resource objectives by recruiting, selecting, orienting, ensure

proper training, assigning, coaching, counseling, and disciplining employees; administering

scheduling systems; communicating job expectations; planning, monitoring, appraising, and

reviewing job contributions; planning and reviewing compensation actions; enforcing policies

and procedures.

• Review tickets for accuracy of information and details, including updates in log comments and

description of resolution, as well as accurate escalation flow. Follow up with technicians on as

need basis.

• Ability to manage Critical Incidents.

• Ability to monitor ticket/call queues and ACD Monitors, real time, to determine trends

indicating systemic and/or critical incidents and escalate as appropriate.

• To give paramount importance to customer satisfaction by closely following the survey reports

and aligning the team members accordingly by sharing the relevant information.

• To coordinate with support functions such as Work force management, Training and Quality.

• To collaborate with various shared services functions with in ADP India.

• Consumes Performance Report Metrics (Dashboards) and ensures demonstration of the group

productivity related to customer outcomes.

• Articulates data provided by Performance Report Metrics, which includes targets, specific data,

and anticipated outcomes.

• Closely stay focused on quality through real time / historical call monitoring and reporting and

to be able to provide regular, timely and objective feedback to the team members.

• Manage productivity and key metrics of the team members to meet the business requirements.

• Participate in the effective maintenance of the Knowledge Base.

• Performs other related duties as assigned by Manager and acts as an appropriate back up

to them in their absence.

• To be able to handle additional initiatives (both assigned as well as self-driven) apart from

managing core deliverables.

• To be able to build a constant pipeline of subject matter experts.

• To foster an atmosphere that would encourage value adds, creativity and innovation.

• Should have good interpersonal skills.

• Ability to lead a Team of Technicians – preferably 2-3 years of Team handling experience.

• Good knowledge of MS Office.

• Customer Service experience.