Lead, Service Desk

Description

Role: Service Desk Team Lead

Position Overview

The Service Desk Team Lead has the responsibility for leading the day-to-day operation of the service desk. This role is crucial to ensuring customer requirements are met in terms of communication, prioritization, escalations & resolutions of incidents and requests. The Service Desk Team Lead is responsible for making sure that the help desk team delivers flawless customer service in managing incident restoration, service level agreements and monitoring the duties of the service desk team members to ensure that client inquiries are promptly attended to. They will act as an SME for Mac OSX, iOS, O365, Windows 10, Active Directory, Citrix Workspace, Multifactor Authentication and provide service solutioning support when needed.

Key Responsibilities

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The Service Desk Team Lead is primarily responsible for:

• Leading the day-to-day success of the service desk.
• Ensuring knowledge articles are up to date and accurate.
• Ensuring coverage at the desk by overseeing scheduling and managing call outs.
• Ensuring Proper Response is given for Level I and Level II Service Desk Incidents and Requests where appropriate.
• Serve as the point of contact for all Customer Support communications and report to the Project Manager to ensure all concerns are addressed on time.
• Serve as the liaison between Zones & The Client
• Handling Management & Client Escalations Via Phone, Emails & Chat with a sense of urgency.
• Ensuring work is progressing on time and according to deadlines set by the Service Desk Manager.
• Acting as a communication and escalation point across the Service Desk.
• Working with the Service Desk Analysts to ensure the team is trained, up to date on technology and pursuing personal development growth.
• Identifying Gaps in Team Policy & Procedures and provide feedback on improvements
• Leading the way as a Subject Matter Expect (SME) in Incident Management and Ticket Handling.
• Provide reporting and metrics for Customer Support Activities on a monthly, quarterly and annual basis (Call metrics, Response times, Application Up time, etc) to both analysts and the Service Desk Manager.
• Issues instructions, sets expectations, assigns duties to Customer Support team and monitors progress ensuring successful execution of daily deliverables.
• Contributes to documentation effort of team initiatives (Processes, Operational Docs, etc.)
• Participate in internal and external audits as necessary.
• Maintains strategic focus on building strong relationships with Client, understanding their needs, and delivering quality solutions and/or processes that support key business needs.
• Leverages previous experience to assist in areas of expertise when requested
• Drive the Team to achieve and Exceed Defined SLA’s through pro active leadership & reactive response to a dynamic working environment.
• Partnering With Management to Achieve & Exceed Monthly, Quarterly & Yearly team goals.
• Mentoring peers and newly hired associates.
• Providing 5 Star Customer Service and leading the way in Survey Scores.
• Other responsibilities as required.

We are seeking candidates with the following experience and skills EDUCATION:

• Minimum of a Bachelors Degree (BCA, Dip.IT/CS, Eng.CS/IS)

PREFERRED QUALIFICATIONS:

• A minimum of 4 years’ experience in a similar ITSM Based service desk Leadership Role
• Experience or certification with ITIL Version 3 & Above
• Working knowledge of Mac OSX and Windows 7, 10, Office 2016, Office 365;
• Working knowledge of Microsoft Active Directory
• Working Knowledge on Multi Factor Authentication (Microsoft & RSA)
• Working Knowledge on ServiceNow.
• Working Knowledge on Citrix One Auth
• Working Knowledge on Citrix VDI
• Working Knowledge on Citrix Any-Connect
• Advanced Level / Expert In Microsoft Office Suite.

As a rapidly growing global provider of IT solutions, we’ve expanded from Seattle to Sydney, Dallas to New Delhi and beyond – with reach in over 80 countries around the world. Today’s top brands count on Zones and our world-class partners – Microsoft, Apple, Cisco, Dell, Lenovo, and more – to transform their enterprises. Headquartered in New Delhi and backed by the Zones Global Team, Zones India offers customized IT solutions and professional services to multinational organizations conducting business in the country. Zones offers a comprehensive Benefits package While we’re committed to providing top-tier solutions, we’re just as committed to supporting our own team. Our employees enjoy a variety of comprehensive benefits, paid time off, and much more. And as a Minority Business Enterprise, a Corporate Plus member of the Northwest Minority Supplier Development Council, and an Equal Employment Opportunity Employer, our community is just as diverse. 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!