Service Desk Professional Leader

2 weeks ago

Bengaluru, Karnataka, India beBeeProblemSolving Full time US$ 90,255 - US$ 1,08,415
Job Description:

We are seeking a highly skilled and experienced Team Lead to join our organization. As a Team Lead, you will be responsible for leading a team of professionals in providing exceptional service to our customers.

Your primary focus will be on planning and organizing your work, as well as the work of your team members. You will be expected to take substantial personal responsibility and autonomy in your role, working under general direction and with a framework of accountability.

You will be responsible for ensuring that your department meets Service Level Agreement (SLA) performance targets, maintaining and improving customer satisfaction levels, and understanding and adhering to policies and procedures.

In addition, you will be responsible for managing budget/cost lines, managing resourcing requirements, and ensuring that continuous improvement mentality and level are maintained within the team.

Required Skills and Qualifications:
  • Produces and analyzes management reports to allocate work and report on trends.
  • Resolves customer escalations in a timely manner to avoid disruption and minimize business impact.
  • Plans and distributes workload appropriately to ensure that business needs and deadlines are met.
  • Provides clear, concise, and relevant communication to ensure clarity of objectives and outputs required.
  • Controls relevant costs lines in order to meet budgetary requirements.
  • Acts in accordance with organizational Information Security Policies and reports any potential or actual security events or other security risks to the organization.
  • Ensures team members are adequately trained, encourages development of skills, ensures backup structure is in place.
  • Conducts performance reviews and 121 meetings in line with organizational policies. Regular coaching, mentoring, and timely feedback to team members in a professional way.
  • Responsible for management of resourcing requirements (attrition and retention).
  • Governance of knowledge availability and quality of service.

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