Service Desk Manager/Team Lead

Job Description
As Service Desk Team Lead, you will manage the performance of Level 1 and Level 2 services &
support to clients (internal and external) and ensure that service levels are achieved. This role has as
a primary requirement to manage the IT Service Desk team to deliver the best IT experience and
resolve all technical issues to our end-users. Responsible for ensuring the staff are meeting and
exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that
standards and processes are followed to provide effective customer service and meet
requirements. A problem-solving attitude with an ability to motivate your team to achieve specific
goals are essential skills to perform well in this position.

Eligibility
People management, Project management
Solid technical background with an ability to give instructions to a non-technical audience
Customer-service oriented with a problem-solving attitude
Excellent written and verbal communications skills
Should have the required expertise and analytical skills to provide strategic process improvement
inputs - (operational excellence)
Ownership on Quality performance of delivery & SLA attainment
Good understanding of ITIL & Lean concepts, ITIL certification will be a plus
Should be open to work 24/7
Transition experience & SD implementation exp will be added advantage
Operational Requirement
Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and
complicated support issues.
Act as escalation point for all requests and incidents.
Develop and mature phone/ticket escalation processes to ensure free flowing escalation and
information within the organization.
Determine root cause of issues and communicate appropriately to internal and external
customers.
Train, coach and mentor Service Desk Specialists (L1&L2) including career development.
Oversee staff activities. Builds/obtains (from other departments) training material for support staff.
Schedule employees working times and ensure optimum scheduling to drive required occupancy
Provide data and reporting of KPI s and trends to stakeholders and others in ad-hoc, weekly,
monthly and as needed.
Ticket Deep Dive and develop strategies for improvement.
Work to make Service Desk the single source of truth and service delivery channel for IT.
Monitor and manage phone queue (participating in escalated calls as needed).
Oversee Solutions repository and ensure top quality solutions are available to the staff.
Develops Service and Business Level Agreements to set expectations and measure performance.
Develops an effective and workable framework for managing and improving customer IT support
in the organization. Advise management on situations that may require additional client support or
escalation.
Manage process for communicating outage/emergency activities to the organization.
PO review and approval/budgeting responsibility.
Review survey feedback to improve services, tools and support experience.