Team Lead, Managed Services Client Service Desk

5 months ago

Mumbai, India NTT DATA Full time

Job Description

Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Your day at NTT DATA

The Team Lead, Managed Services Client Service Desk takes responsibility for the operational management of a team of service desk employees. They ensure client satisfaction by managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving. This role takes guidance from the Senior Managed Services Service Desk Manager and/or Managed Services Service Desk Manager and other stakeholder functions in fulfilling their obligations.

What you'll be doing

Key Roles and Responsibilities:

Responsible for managing a team of service desk agents and team lead(s)Management of the Service Desk Team including ensuring resource allocation, attendance, effective achievement of KPI’s and planning activitiesContribute to the process of managing tickets or calls logged at the service deskEnsure all incidents which are logged, are accurately registered and categorizedEnsure the allocation of an appropriate ticket prioritisation code upon receipt of the ticket/call and during the logging processEnsure ticket diagnosis is conducted to discover the full symptoms, determine what has gone wrong and how to correct itEnsure reported faults are investigated and diagnosedBe expected to take ownership and resolve or further escalate escalated incidentsCheck incidents are fully resolved and users and/or clients are satisfied and agree to close the related incidentEnsure relevant actions have been logged to enable trackingTrain Service Desk Agents and cultivate the service excellence mindset in the Service Desk teamMonitor the performance of Service Desk Agents and identify any training/ coaching intervention requiredMentor and coach Service Desk Agents to improve their performance, as part of the continual service improvement processLead the discussion of the daily huddles and ensure performance-enhancement solutions are identified and implementedIdentify gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvementMonitor backlog and use escalation channels to get the right team involved in resolving tickets in a timely manner


Knowledge, Skills and Attributes:

A good understanding of the vast range of IT operations and NTT service offeringsDisplay excellent levels of client engagementService orientated in natureDemonstrate operational team management and leadership skills and be able to effectively manage the resources that report to themExcellent collaboration skills and ability to interact professionallyBroad understanding of project management principles


Academic Qualifications and Certifications:

Bachelor's degree or equivalent in information technology or relatedRelevant technical certifications preferredITILv4 foundation knowledge is required


Required Experience:

Demonstrated relevant work experience gained in call centre managed services/services delivery environment within a medium to large information technology environmentEntry level team management/leadership experienceDemonstrable experience leading a team of service desk agents

Workplace type:

On-site Working

About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

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