Overview
On Site
$25 - $27
Contract - W2
Contract - 12 Month(s)
Skills
Service Desk
Management
Account Management
End-user Computing
Onboarding
Job Details
Client-: HCL America
Role-: Service Desk Lead
Location: Richmond VA (Onsite)
Experience: 5+ years
Contract: 6-12+ Months
Requirement:
- Manage and lead the Service Desk and Global Account Management (GAM) teams, ensuring alignment with industry best practices.
- MUST Have have Good English Communication and Conversation Skills (Verbal and Written)
- MUST have a Great Customer Handling Skills
- Drive onboarding of new mergers and acquisitions (M&A) into provisioning systems, enterprise standards, and communication protocols.
- Oversee end-user computing (EUC) support, ensuring consistent and user-friendly service delivery.
- Good Probing Skills and demonstrated Empathy skills
- Customer Service Orientated
- Highly self-motivated and directed
- Implement and govern SOPs, ticket hygiene, and service quality metrics across teams.
- Ensure effective use and continuous enhancement of the Self-Service Portal for end users.
- Collaborate with internal stakeholders to integrate enterprise tools, identity management, and service workflows.
- Monitor SLA adherence and ensure timely resolution of incidents, requests, and provisioning tasks.
- Develop and mentor team members, managing staffing, training, and performance reviews.
- Standardize and optimize service desk and GAM processes across regions and accounts.
- Conduct regular service reviews with clients and internal stakeholders, driving continuous improvement.
- Capable of Multitasking in a high pace environment, effectively and efficiently
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