Team Leader

14 hours ago

Pune, India Team Computers Full time

We have excellent opening for the position of Team Lead. (Sr. Desktop Engineer)

Qualification: Any graduate

Experience: 4 to 10 Yrs

Job Location: Pune (Pimpari)

JD as follows

  • Preparation of Daily Client reports & Application Outage communications.
  • IT Service Management (ITSM) based on ITIL best practices.
  • ITIL V3 Service Strategy, Service Transition, Service Operation and Continual Service Improvement.
  • Provide appropriate inputs to the problem management process, RCA preparation and Drive group chats and bridge calls effectively to resolve incidents
  • Lead team providing telephone and online support to customers experiencing technical issues.
  • Provided quality troubleshooting with patient step-by-step instructions to resolve problems.
  • Monitored technical team calls to ensure maintenance of technical skills and good customer service.
  • Tracked and logged all calls for each shift.
  • Held weekly team meetings and involved staff in planning and decision making.
  • Office 365 Migration.
  • Service Delivery Oversight: Manage end-to-end service delivery processes, ensuring services are provided according to agreed-upon SLAs and quality standards.
  • Client Relationship Management: Develop and maintain strong relationships with clients, understanding their needs and expectations to deliver tailored solutions.
  • Team Coordination: Lead and collaborate with cross-functional teams, including technical, support, and operational teams, to ensure effective service delivery.
  • Problem Resolution: Identify and address service delivery issues promptly, coordinating with internal teams to find solutions and prevent recurrence.
  • Performance Monitoring: Monitor key performance indicators (KPIs) and metrics to track service delivery performance and identify areas for improvement.
  • Continuous Improvement: Proactively identify process gaps and areas for optimization, implementing strategies to enhance service efficiency and effectiveness.
  • Risk Management: Anticipate and mitigate potential risks that could impact service delivery or client satisfaction.
  • Reporting: Prepare regular reports and presentations for management and clients, highlighting service performance and improvement initiatives.
  • Resource Management: Allocate resources effectively to meet service demands and ensure optimal team productivity.

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