Service Desk Team Lead
4 weeks ago
Job Summary
Zones is seeking a highly skilled Service Desk Team Lead to join our team. As a Service Desk Team Lead, you will be responsible for managing, developing, and training the service desk team to ensure excellent customer service and technical support.
Key Responsibilities
- Effectively manage and develop the service desk team to ensure high-quality customer service and technical support.
- Ensure all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
- Conduct and share results from service and operation performance reviews.
- Coordinate and manage all relevant stakeholders, including the support desk team, customers, and other teams involved in service desk operations.
- Manage escalations and maintain feedback tracker.
- Set the long-term direction of the team and balance short-term actions.
- Knowledge and understanding of industry standards and best practices for service management.
- Strong communication skills, including the ability to be influential and persuasive with stakeholders.
Requirements
- Minimum 8 years of experience, with at least 3 years in a Service Desk Team Lead role.
- Graduation in any discipline.
- ITIL Certified.
- Experience in effectively interacting with employees or leadership teams from internal or client organizations.
What You Will Bring to the Team
Title – Team Lead – Service Desk
Location – Bangalore
Exposure – Medium to large scale projects
Zones offers a comprehensive Benefits package.
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