Service Desk Team Lead

3 weeks ago

Mumbai, India BNP Paribas Full time

Position Purpose

The primary purpose of this Service Desk Team Lead role is to oversee the daily operations of the Service Desk team, ensuring efficient and effective technical support for end-users.

Responsibilities

Direct Responsibilities

1. Team Supervision & Performance Management

  • Assign and prioritize tasks to Service Desk agents.
  • Monitor individual and team performance through KPIs.
  • Conduct regular 1:1 meetings, coaching, and performance evaluations.

2. Incident & Request Management

  • Oversee the triage and escalation of IT incidents (e.g., system outages, user access issues)
  • Ensure adherence to SLAs (Service Level Agreements) for response and resolution times.
  • Review and approve high-priority requests (e.g., hardware replacements, software deployments).

3. Process Optimization

  • Identify bottlenecks in workflows and implement improvements.
  • Maintain and update service desk documentation (e.g., SOPs, FAQs, troubleshooting guides).
  • Lead initiatives to automate repetitive tasks (e.g., password resets, ticket routing).

4. Stakeholder Coordination

  • Communicate with IT teams (e.g., Network, Voice, SAM) to resolve cross-functional issues.
  • Report service desk metrics to IT management and business leaders.

5. Training & Knowledge Sharing

  • Organize training sessions on new tools, policies, or technologies.
  • Foster a culture of knowledge sharing (e.g., team meetings, internal wikis).
  • Ensure team compliance with security protocols (e.g., GDPR, cybersecurity best practices).

6. Customer Satisfaction & Feedback

  • Address escalated customer complaints and ensure follow-up.
  • Analyze feedback trends to improve service quality.
  • Promote a customer-centric approach within the team.

Contributing Responsibilities

1. IT Initiatives

  • Contribute to IT roadmaps by providing insights on service desk trends (e.g., recurring issues, user needs).
  • Advocate for process improvements or tool upgrades to enhance efficiency.

2. Business Continuity & Risk Management

  • Support IT risk assessments by identifying service desk vulnerabilities (e.g., single points of failure).
  • Contribute to business continuity plans (e.g., backup procedures, failover protocols).

3. Budget & Resource Planning

  • Provide input on service desk budget needs (e.g., tools, training, staffing).
  • Assist in Capacity Monitoring (e.g., seasonal support demands, project-based workloads).

Technical & Behavioral Competencies

1. Service Now Tool Knowledge

  • Excellent knowledge on ServiceNow Tool
  • Assist in SNOW Reportings and analysis.

2. Knowledge & Innovation

  • Share best practices with agents to standardize support processes.
  • Pilot new technologies (e.g., AI chatbots, self-service portals) to improve user experience.
  • Stay informed about industry trends and recommend adoption.

3. Mentorship & Culture Building

  • Mentor IT Service Desk team.
  • Promote a culture of collaboration and continuous learning within the broader IT department.
  • Represent the service desk in company-wide initiatives (e.g., employee onboarding, digital transformation).

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