Shift Lead IT ServiceDesk

Hands-on experience with troubleshooting hardware, software, users and network issue, good understanding of desktop OS along with good understanding of incident management processes and best practices, post-incident reviews and root cause analysis, IT Service Management (ITSM), ITIL framework and service desk operations, ITSM tools such as ServiceNow, ManageEngine, or BMC Remedy.

Who is responsible for managing the service desk team during their shift, ensuring adherence to SLAs, driving the resolution of incidents, and overseeing major incident management. This role requires leadership, excellent communication skills, and the ability to maintain high service levels and efficiency during shifts.

Qualifications:

• Bachelor's degree in computer science, information technology, or a related field.
• Must have at least 12+ years of Experience in IT with at least 5 years of experience in a leadership or supervisory capacity.
• Strong technical background and proficiency in troubleshooting software, hardware, network issues and reporting.
• Excellent communication skills, with the ability to effectively interact with customers, team members, and stakeholders.
• Advance Microsoft Office Skills (Excel, Word & PowerPoint)
• Strong leadership and interpersonal skills, with the ability to motivate and inspire team members to achieve goals.
• Solid understanding of ITIL principles and best practices in technical support operations.
• Solid experience with ITSM platforms like ServiceNow, Manage Engine, BMC platforms is a must.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
• Willingness to work flexible hours, including weekends and holidays, to meet customer needs.

Job Location: Thane / Bangalore

Notice Period: Immediate to Max 30 days

Must Have Skills & Certifications:

Skills: Incident Management, Problem Management, Team Management, SLA Governance, Strong Troubleshooting Skills on Windows Desktops, Software, Network, Driving First Call Resolution, Strong Understanding of IT Infrastructure Concepts

Certifications: ITIL V3 Foundations or Expert, MCSA/MCSE

Good to Have Skills & Certifications:

Skills: Microsoft 365, MS Intune, Cloud (Azure, AWS, GCP), VPN, SDWAN

Certifications: CCNP, PMP, CompTIA, CCNA etc,

Key Responsibilities:

• Manage the IT support team, including hiring, training and 1:1s.
• Ensure that the IT support tickets are handled efficiently and effectively, following the ITIL practices and procedures.
• Oversee the logging, categorization, prioritization, and assignment of incidents.
• Drive Incident Management & Major Incident Management processes during shift for Infrastructure & Security related incidents.
• Ensure timely communication and updates to all stakeholders during major incidents.
• Lead post-incident reviews to identify root causes and implement preventive measures.
• Identify recurring issues & pattern to drive Problem Management tickets.
• Create and maintain knowledge base articles, FAQs, and guides for the IT support services.
• Set the weekly roaster for the IT support team, ensuring that the coverage is balanced across all locations.
• Lead daily service stand up calls with the IT support team, reviewing the status of the tickets, identifying any challenges, and providing feedback and guidance.
• Coordinate with other IT teams and stakeholders to ensure the alignment and collaboration of the IT support services.
• Monitor and report on the IT support metrics, such as ticket volume, resolution time, customer satisfaction, and service level agreements.
• Identify and implement opportunities for improvement and innovation in the IT support services.
• Lead, mentor, and motivate a team of technical support specialists to achieve departmental goals and objectives.
• Oversee the timely resolution of customer inquiries, proactively follow-up technical issues, and escalations, ensuring high levels of customer satisfaction.
• Allocate resources effectively to meet service level agreements (SLAs) and optimize team productivity.
• Identify opportunities for process optimization and efficiency enhancements within the technical support workflow.
• Implement quality assurance measures to maintain high standards of service delivery and customer satisfaction.
• Collaborate with other departments, such as product development, engineering, and sales, to address customer needs and improve product offerings.
• Monitor key performance metrics of the platform/support process, analyze trends, and generate reports to track team performance and identify areas for improvement.
• Serve as a customer advocate within the organization, representing customer feedback and driving initiatives to enhance the overall customer experience.
• Maintain a deep understanding of the company's products, services, and technologies to provide effective technical support and guidance to customers and team members.