IT Help Desk Team Lead

Role & responsibilities

• Handle queue and reporting mechanisms, ensuring OP1s quality of data backfilling.
• Identify process inefficiencies and suggest improvements, both manual and automated.
• Track support/Zoom live response times and ensure SLA compliance.
• Escalate unresolved issues to the PgM when necessary.
• Provide guidance and training support to OP1 agents.
• Generate actionable insights and propose fixes.
• Maintain an SSOT/repository for the entire process they own.

Documentation and Reporting:

• Create detailed documentation for processes, tools, and user queries.
• Maintain a record of stakeholder communications and deliverables.
• Create reporting templates for daily, weekly, and monthly reports.

Floating Responsibilities:

• Manage backlogs, escalations, and high-priority cases.
• Provide mentorship and process guidance to OP1 agents.
• Work on workflow optimizations and process improvement projects.
• Support the PgM in refining support processes.

Preferred candidate profile

• Excellent communication and email drafting skills.
• Must be a quick learner and curious to learn more.
• Improve workflow efficiency through process improvement and manual work reduction.
• Work collaboratively with OP1s to manage workload.
• Ensure smooth resolution of escalated cases.
• Develop strategic process improvement plans to enhance efficiency.

Team & Queue Management:

- Handling queues and making sure that tasks are completed within dedicated timelines.

- Handling a team of OP1s and ensuring compliance, monitoring utilisation and also help in addressing blockers or queries.

• Computer applications i.e. MS Office and on-line tools
• Strong interpersonal & influence management skills and decision making skills

Stakeholder Management:

- Act as the primary point of contact for cross-functional teams.

- Collaborate effectively with team leads and stakeholders to resolve issues.

Documentation and Reporting:

- Create detailed documentation for processes, tools, and user queries.

- Maintain a record of stakeholder communications and deliverables.