Service Desk Team Leader

1 day ago

Airoli Navi Mumbai Maharashtra, India c8f32c48-21ae-4e06-b8a4-4f9b2bc2a2cf Full time ₹ 3,58,000 - ₹ 5,50,000 per year

Job Role:- Team Lead – SME (Service Desk)

As a Service Desk Lead is responsible for managing set of team members. SME ensures the contractual SLA's and KPI's targets are met as well as service deliverables are up to the mark . SME possess strong process knowledge and acts as single point of contact for the team to assistance and resolve their queries/questions.

RESPONSIBILITIES:

  • Provide support and Subject Matter Expertise as required to agents supporting the account and third-party vendors.
  • Handle escalation and outage issues associated with the Service Desk function.
  • Monitor and track open records that are assigned to the Service Desk to confirm that requests are resolved within committed service levels.
  • Coordinate with other Resolver Groups to close the escalated cases at the Service Desk.
  • Notifying the Outages related to Infrastructure services to all Stakeholders.
  • Work internally and with other vendors' operational and technical staff, and with the account, to identify solutions that minimize the need to call the Service desk.
  • Update Common Knowledge Database with all account-specific process-related change management/updates.
  • Real-time monitoring of all the statistics to handle the deliverables with the available team
  • Understand and measure SD KPIs and SLAs
  • Assist in scheduling and time management.
  • Work with the account team or client focal to tune day-to-day procedures executed on behalf of the client to provide maximum operational efficiency and value to the customer.
  • Update team by conducting the team huddles regularly.
  • Handle VIP and priority user escalations with urgency and professionalism.
  • Participate in Service Improvement Plans (SIP) and implement corrective actions.
  • MIS Preparation with analysis on tickets for continuous improvement in service delivery.

SKILLS :

  • Excellent customer service skills, verbal English, written English, logical reasoning
  • Analytical bent of mind and have sequential thinking and effective planning
  • ITIL Foundation Certified (Preferred)
  • Excellent People Management and team handling skills,
  • Interpersonal Relationship skills
  • Domain Expertise, Decision-Making Skills
  • Conflict Management
  • Process Orientation
  • Client Partnering skills.
  • Ability to detect process abnormalities early and take actions proactively.
  • Proficiency in working with MS Office for reporting and analysis. Education/Experience
  • Bachelor's Degree in IT, Computer Science, or related field.
  • ITIL Foundation certification preferred.
  • 5–8 years of experience in IT Service Desk operations, with at least 2–3 years in a team lead or SME role.

Job Type: Full-time

Pay: ₹358, ₹550,000.00 per year

Application Question(s):

  • What is your Total years of experience?
  • Notice period?
  • Current CTC (in LPA)
  • Expected CTC
  • What is your current location?

Work Location: In person

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