Field Tech Supervisor -Technical Support Team Lead

NTT DATA Business Solutions

5 - 7 years

7 - 9 Lacs

Chennai

Posted:2 days ago| Platform:

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Skills Required

Product quality Escalation management Support Team Lead Technology consulting Helpdesk Artificial Intelligence IT support Technical Supervisor IT service delivery Technical support

Work Mode

Work from Office

Job Type

Full Time

Job Description

Req ID: 329965

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Field Tech Supervisor -Technical Support Team Lead to join our team in Chennai, Tamil N du (IN-TN), India (IN).

Role Responsibilities

Manage Technical Support Team- Lead a team of technical support specialists. They provide support, supervise staff, and provide direction and mentorship in tech support and service delivery.
Implement Best Practices- Research and implement best practices in help desk and IT support. They also ensure policies and procedures are followed.
Facilitate Meetings- By managing and facilitating meetings, Service delivery managers ensure that teams are improving performance, service, and product quality. They use information gathered at these meetings to target areas that need improvement.
Review Contractual Metrices- To ensure that contractual metrices like SLs and KPIs are met, Service delivery managers review IT contractual service catalogs to ensure that services are delivered in line with contract.
Ensure Teams Are Trained- Ensure that team members are familiar with IT service delivery processes and best practices. They offer training as necessary.
Assists in escalation management of issues raised in the field.
Monitors and controls team performance against service levels and KPIs.

Requirements

5 7+ years of experience in IT Service delivery & people management.
Building, managing, and motivating team.
Ensuring contractual SLA adherence.
Working closely with the client manager to decide the needs of the project and plan work.
Coaching team members so that they can learn and improve.

Skills & Other Requirements

Good negotiation skills.
Good verbal and written communication skills.

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