Team Lead - IT Service Desk (6-15 yrs) (Reva HR Consultancy Pvt. Ltd.)

Position Overview :

The Service Desk Team Lead role is responsible for leading day-to-day operations at the service desk. This role is crucial to ensuring customer requirements are met in terms of communication, prioritizing, escalating and resolving incidents and requests. The Service Desk Team Lead is responsible for making sure that the help desk team delivers flawless customer service in managing incident restoration, service level agreements and monitoring the duties of the service desk team members to ensure that client inquiries are promptly attended to. They will act as a subject matter expert within the team, technical discipline, or business process.

Key Responsibilities :

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The Service Desk Team Lead is primarily responsible for :

- Leading day to day success of the service desk.

- Ensuring knowledge articles are up to date and accurate.

- Ensuring coverage at the desk by overseeing scheduling and managing call outs.

- Responding to Level I and II Service Desk Incidents and Requests where appropriate.

- Handling on-the-fly call escalations and requests for management.

- Ensuring work is progressing on time and according to deadlines set by the Service Desk Manager.

- Providing daily, weekly and monthly reviews of Service Desk Analysts performance

- Acting as a communication and escalation point across the Service Desk.

- Working with the L2 Service Desk Process Analysts to ensure the team is trained, up to date on technology and pursuing personal development growth.

- Identifying gaps in productivity and providing solutions to those gaps.

- Leading the way as a Subject Matter Expect (SME) in Incident Management and Ticket Handling.

- Possessing in-depth technical expertise with Mac OSX, iOS, Windows, Chromebook

- Mentoring peers and newly hired associates.

- Providing 5 Star Customer Service.

- Collaborate with others in carrying out assigned duties and use established processes/procedures to support the attainment of department functions/objectives.

- Draw upon professional concepts to collaborate with others to carry out assigned duties and negotiate with client teams.

- Monitor desk metrics and prepare reports.

- Conduct monthly check-in's and quarterly reviews with agents.

- Participate in new hire interviews, evaluation and selection in conjunction with Staffing Manager when time permits.

- Technical coordination of activities of less experienced or less knowledgeable team member, such as training and scheduling.

- Act as a technical resource and provides backup support to other analysts.

- Provide on-call support for client related problems.

- Provide technical coordination of activities of less experienced or less knowledgeable team members, such as training and scheduling.

- Function as a subject matter expert within the team, technical discipline, or business process.

REQUIREMENTS :

- At least 2 years- experience in a supervisory /lead role

- Excellent verbal and written communication skills

- Experience with desktop hardware and software

- Excellent customer service skills

- Microsoft Office and Office 365

- Working with a ticketing system

- Experience with developing and documenting processes and procedures particularly in a SLA driven environment

- Experience supporting Microsoft Windows, Apple OSX, Android, iOS preferred

- Experience with Knowledge Management in a large team environment

- Absorb professional knowledge quickly and develop basic skills.

- Ability to exchange and/or provide technical information and explanations to achieve results. Execute test cases and documents exceptions during test execution.

- Ability to interface with vendors, contractors and business partners.

- Excellent verbal and oral communication skills to work internally with client team, managers and peers.

- Ability to troubleshoot or escalate problems encountered during installing, testing or monitoring.

- Ability to exchange information and ideas pertinent to project.

- Ability act as liaison with customers.

We are seeking candidates with the following experience and skills

EDUCATION :

- Bachelors Degree or 4 years- experience in a similar service desk team lead role.

PREFERRED QUALIFICATIONS :

- Working technical knowledge of Mac OSX, Windows 7, 10, Chromebook, Microsoft 365

- Networking/Installation/Configuration/Troubleshooting experience

- Experience or certification with ITIL

- Experience with ServiceNow

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