Team Lead

3 weeks ago

Bengaluru, India Zones Corporate Solutions Full time

Job Description Roles & Responsibilities: The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. - Effectively managing, developing, and training the service desk team. - Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved. - An ability to balance and plan the short-term actions of the team. - Knowledge and understanding of all relevant industry standards. - Knowledge and understanding of best practices for service management. - Strong communication skills, including the ability to be influential and persuasive with stakeholders. - As needed, schedule employees working times and provide backup support. - Conduct regular assessments and share the results with stakeholders. - Review and analyze communications between IT staff and customers. - Provide regular feedback based on the periodic performance review. - Manage process for communicating outage/emergency activities to the organization. - Motivates team through timely rewards recognitions. - Train, coach, and mentor Service Desk Specialists (Level 1 / 2) including career development. - Ensure staff compliance with company policies and measures. - Knowledge on Service management concepts - namely Tools and techniques - Ability to maintain high confidentiality with sensitive information and data and display integrity. - Proactively manages risk and maintains proper documentation. - Proven abilities to work with data, analyze and draw inferences from the data available. - Ability to articulate effectively while reporting, creating minutes and action plans. - Ability to adapt quickly to changing priorities and conditions. - Should be able to lead from front with no/minimum guidance. What you will bring to the team - Experience - Minimum 8 years with minimum 3 years in a Service Desk Team Lead role. - Education - Graduation in any discipline. - Conducting and sharing results from service and operation performance reviews. - Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations. - Managing escalations and maintaining feedback tracker. - A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team. - Experience in effectively interacting with employees or leadership teams from internal or client organizations.

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