Senior Project Lead

Job Description

32887BR Hyderabad Job Description Job Title: Service Desk Lead Job Description We are seeking a highly experienced Service Desk Lead to join our team. The successful candidate will have a minimum of 8 years' experience in managing service desk operations including a minimum of 2 years’ experience in handling a team, with expertise in ticketing tools, understanding IVR and call routing and knowledge management. Key Responsibilities Manage the day-to-day operations of the service desk team, ensuring that all customer inquiries and issues are addressed in a timely and efficient manner. Develop and implement processes and procedures for the service desk to ensure that customer inquiries are handled efficiently and effectively. Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved. Collaborate with other departments to identify and resolve cross-functional issues, ensuring that customer inquiries and issues are addressed in a timely and effective manner. Develop and maintain relationships with key stakeholders, including customers, vendors, and partners, to ensure that the service desk is meeting their needs and expectations. Gather and report operational metrics, accomplishments, and priorities to be captured to determine patterns and issues such that they can be resolved, or FAQs can be provided to user to ease in troubleshooting. Ensure that the service desk team is properly trained and equipped with the necessary tools and resources to effectively perform their duties. Provide regular reports and metrics on the performance of the service desk and use this data to continuously improve the efficiency and effectiveness of the service desk. Coordinating and managing all relevant stakeholders, users and other teams that are involved in service desk operations. Foster positive end-user relationships and drive customer satisfaction. Qualifications: Bachelor's degree in a related field or equivalent work experience. A minimum of 8 years' experience in managing service desk team, with expertise in ticketing tools, IT service management tools and knowledge management systems. Strong leadership and management skills, with the ability to effectively lead and motivate a team. Excellent communication and interpersonal skills, with the ability to interact effectively with customers, vendors, and partners. Strong analytical and problem-solving skills, with the ability to quickly identify and resolve complex issues. Knowledge of IT service management best practices, including ITIL Certification. Strong project management skills, with the ability to effectively manage multiple projects simultaneously. Qualifications Bachelor's Degree Range of Year Experience-Min Year 8 Range of Year Experience-Max Year 10 Show more Show less