Position - IT DISPATCH TEAM LEAD - ITC
Location - Chandigarh
Company Description :
Our client is a leading global streaming provider across entertainment, sports and media. They combine stunning live and on-demand video with the most extensive feature set to create personalized, interactive user-experiences on every screen imaginable. Through the global footprint of the their network and their position at the forefront of technology, it is providing streaming platforms with unmatched flexibility and scale in content delivery, management, analytics and monetization.
They are the global leader in the event management and talent representation across golf, tennis and fashion and has a significant presence in many other sports, cultural and lifestyle categories. The areas of expertise include media production and distribution across multiple platforms; events creations, management and sponsorship sales; consumer products licensing and athlete training. They Focus on the growth of their service, provide unmatched dedication and services, create fully managed, content-focused platforms and deliver superior video experiences.
Roles & Responsibilities :
- The Technology Department within Endeavor is responsible for the 24x7 operations and support of all IT systems within the agency. The Dispatch Team Lead oversees the day-to-day functions of the Endeavor India Tech Centre dispatch department including managing the schedule and workload of dispatch techs.
- They are the main escalation points for IT Dispatch Engineers and conduct training sessions with IT staff so that they can be equipped with new knowledge and skills to remain current.
- Manage day-to-day activities of our dispatch support team
- Educate team on and adhere to support policies, processes, and procedures to support our end users.
- Coordinate and delegate the responsibilities of IT dispatch team members working with IT Support Engineers and other IT department members as required, and acting as a liaison between business users
- Hands-on Active Directory, Win 10, and O365 Expertise.
- Ensure that communications are provided in a concise and timely manner.
- Train, coach, and mentor dispatch support technicians to enable success across the department.
- Adherence to and enforcement of all information security protocols
- Work on special projects as part of a team or independently.
- Participate in and encourage collaboration between IT departments.
- Judge situational feedback (user frustration, systems urgency, etc.) and adjust support response/approach to meet needs.
- Effectively and efficiently document user questions, issues, and requests to add to the Knowledge Database.
Experience :
- The Dispatch Team Lead should be an unflappable, consistent team player who understands the abilities and expertise of their team to proactively manage workloads.
- They have an ever-present customer service mentality and a vested interest in providing excellent support for the organization and encouraging that among their team. Dispatch Team Leads are able to motivate teams and maintain a comfortable and conducive environment.
- They must be able to interface with all levels of staff in a professional and approachable manner.
- University degree or equivalent.
- Total 3+ years of IT experience and at least 1+ years of supervising or leading support teams.
- 3+ years providing support for MS Office and all major component applications as well as Office365.
- 3+ years providing first-line technical support for workstations and applications.
- Ability to prioritize & multi-task in a fast-paced/demanding environment.
- Strong analytical & problem-solving skills.
- Strong interpersonal/relationship-building skills & customer service values/practices.
- Strong written, verbal & phone skills, with the ability to explain technical matters in non-technical terms.
- Maintain complete confidentiality and discretion at all times. All ENDEAVOR employees are required to sign a confidentiality agreement, and any breach of this agreement will result in immediate disciplinary procedures.
- Experience to recognize and recommend changes to support procedures and user guidance as part of an ongoing improvement effort.
Skills & Abilities : The IT Team Lead will need full working knowledge of the following :
- Microsoft Windows 10 desktops and laptops
- Microsoft Office 365, 2013 and 2016 productivity software
- Microsoft Active Directory
- Mobile phone devices (iOS, Android)
- General VPN Configuration and Administration
- Enterprise experience in supporting macOS and iOS platforms
- Ability to triage all Apple ecosystem hardware
- Various printers, scanners, some fax services
- Exposure to Telecoms systems such as Avaya, Cisco, Shoretel, and MS Teams Voice
Why you'll love working here :
- We value diverse perspectives and hire to enrich our teams with new ideas and perspectives.
- Your learning is a top priority. We actively structure teams and projects to maximize individual growth and opportunities.
- You are encouraged to communicate openly and share opinions irrespective of your role or designation.
- Good work/life balance - We have strong work ethics towards our customers; at the same time we also value your life outside of work.
- Many of us have worked together at previous companies, and choose to work together again and again because we respect one-another.
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