#LI-SK2
Title – Team Lead – Service Desk
Location – Bangalore
Exposure – Medium to large scale projects
Experience – Minimum 8 years with minimum 3 years in a Service Desk Team Leads role.
Education – Graduation in any discipline
Certification – ITIL Certified
Job Description: –
To manage the performance of Level 1 and Level 2 services & support to clients (internal and external) and ensure that service levels are achieved. To ensure that customer expectations are met or exceeded. Responsible for ensuring the staff are meeting and exceeding expectations regarding performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.
Job Details or accountabilities: –
Effectively managing, developing, and training the service desk team.
Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
Conducting and sharing results from service and operation performance reviews.
Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations.
Managing escalations and maintaining feedback tracker
A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
An ability to balance and plan the short-term actions of the team.
Knowledge and understanding of all relevant industry standards.
Knowledge and understanding of best practices for service management.
Strong communication skills, including the ability to be influential and persuasive with stakeholders.
As needed, schedule employees working times and provide backup support.
Conduct regular assessments and share the results with stakeholders.
Review and analyze communications between IT staff and customers.
Provide regular feedback based on the periodic performance review.
Manage process for communicating outage/emergency activities to the organization.
Motivates team through timely rewards & recognitions.
Train, coach, and mentor Service Desk Specialists (Level 1 / 2) including career development.
Ensure staff compliance with company policies and measures.
Knowledge on Service management concepts – namely Tools and techniques
Ability to maintain high confidentiality with sensitive information and data and display integrity
Experience in effectively interacting with employees or leadership team from internal or client organization
Proactively manages risk and maintains proper documentations.
Proven abilities to work with data, analyze and draw inferences from the data available
Ability to articulate effectively while reporting, creating minutes and action plans
Ability to adapt quickly to changing priorities and conditions.
Should be able to lead from front with no/minimum guidance
Zones offers a comprehensive Benefits package
While we’re committed to providing top-tier solutions, we’re just as committed to supporting our own teams. We offer a competitive compensation package where our employees are rewarded based on their performance and recognized for the value, they bring into our business. Our employees enjoy a variety of comprehensive benefits, including Medical Insurance Coverage, Personal Accident Cover to handle the uncertainties of life, flexible leave policy to balance their work life and much more.
At Zones, work is more than a job – it’s an exciting career immersed in an inventive, collaborative culture. If you’re interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!
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