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IT Support Team Lead

3 months ago

Bengaluru, India Resillion Full time
Job Description

Role: IT Support Team Lead

Location: Bangalore (Hybrid Mode)

Experience Range: 7-12 Years

Required skills & Responsibilities:

  • 8+ years of experience working in Service Desk as Lead/Manager in a fast-paced environment.
  • Subject matter expert in ITIL V3 or V4 service management with a proven background in Service Desk, Incident, Problem, and Change Management
  • Technical understanding and hands-on experience on Windows, Linux, Server, Firewall and switches, backup & storage, GAM, DNS, O365, VMWare, Network Protocols, WAPs
  • Manage the day to day operations of the 24/7 Global Service Desk team, working across multiple geographical locations providing phone, email, and chat
  • Drive and ensure success on Preventative Audits and drive RCA accuracy and initiate Service Improvement for proactive fixing of issues in future.
  • Ensuring Service & Quality Assurance objectives are successfully met
  • Provide hardware / software / network problem diagnosis
  • SLA Mgmt. Ticketing tools mgmt.. MS-office proficiency.
  • Manage L1, L2 on shift management, SLA mgmt., trainings, access and oversee the daily performance of IT service requests, incidents, and problems.
  • Oversee team schedules and resource capacity for each shift.
  • Building Knowledge management
  • To provide reports to an agreed schedule (or on request), including management and account performance reports.
  • Develop and maintain detailed runbooks and crisis management protocols to ensure quick response and resolution of incidents.
  • Knowledge of current IT and cybersecurity trends and best practices.
  • Monitor service desk performance metrics and KPIs to identify trends, areas for improvement, and opportunities for optimization and operational efficiency.
  • Manage service desk queues, escalate appropriately, managing incidents and service requests.
  • Manage process for communicating outage/emergency activities to the organization.
  • Maintain and improve all Service desk processes and documentation including Service catalogue, SOP’s and work instructions.
  • Review all work of the Service Desk agents, and perform quality checks on service desk agent’s adherence to processes.

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