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Service Desk Team Lead

0 - 2 years

0 Lacs

Posted:3 days ago| Platform: Indeed logo

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Job Description

  • 202504356
  • Mumbai, Maharashtra, India
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Description

Daily Activities:

  • Oversee daily Service Desk team support activities
  • Daily delivery of effective Phone call management, FCR, customer satisfaction survey, SLA’s etc.,
  • Responsible for ensuring the team metrics are met or exceeded.
  • Act as logistical organizer of staff to respond to a variety of inbound support requests
  • Ensure all tickets are maintained in appropriate work queue and completed based on established SLA’s.
  • Manage employee schedule requests and admin task assigned for Team Leader
  • Enforce Attendance policy such as utilizing attendance tracker
  • Monitor agent activity to promote productivity and utilization
  • Provide feedback to account teams and operations management on status of account activities
  • Effectively respond to end-user requests to speak to a supervisor
  • Provide agent coaching and feedback to drive quality improvements

Business Value:

  • Service Readiness: Trainer contributes to Service Desk preparedness by improving the analyst client and technical knowledge and skill set to effectively perform their expected role.
  • Quality Improvement: Trainer helps enhance Service Desk performance, boost employee productivity, reduce company turnover and improve company culture.

The Role

Please enter the responsibilities of the role

  • Oversee day-to-day operation and motivate team members
  • Set clear team goals, delegate tasks, and set deadlines
  • Monitor team performance and report on metrics (phone, chat, self-service etc.,)
  • Effectively drive team toward monthly SLA & KPI attainment
  • Evaluate scope of additional services/volume and determine impact to team adjusting where necessary
  • Develop team strengths and improve weaknesses
  • Discover training needs and provide coaching
  • Identify team goals and evaluate team progress
  • Create an inspiring team environment with an open communication culture
  • Listen to team members’ feedback and resolve any issues or conflicts
  • Provide objective semi-annual evaluation of employees
  • Recognize high performance and reward accomplishments
  • Encourage creativity and risk-taking
  • Suggest and organize team building activities
  • Support leadership initiatives to improve and enhance service support
  • Vision to identify developing talent and mentor into management candidates
  • Onboard or terminate agents in related WTW systems

The Requirements

Please enter the minimum criteria, skills, education, licenses etc. required to do this job

  • 2 year or 4-year degree in related discipline or equivalent combination of education and experience.
  • Proven work experience as a team leader or supervisor
  • In-depth knowledge of Service Desk performance metrics or ticketing tool
  • ServiceNow ticketing tool experience and Genesys System knowledge sis
  • Good PC skills, especially MS Office 365 (Excel, Word, PowerPoint)
  • Degree in Management, Training or Certification in team leading is a plus
  • ITIL Foundation Certification is preferred.
  • Knowledge of Six Sigma or any quality control methodologies
  • Excellent communication, leadership and presentation skills
  • Proven technical trouble shooting and diagnostic skills.
  • Ability to quickly react to dynamic service delivery requirements
  • Ability to influence, network and collaborate with IT teams.
  • Ability to perform repetitive tasks and work with limited supervision
  • Decision-making, Organizational and time-management skills

Qualifications

to be accomplished by recruiter

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