Service Desk Team Lead

• 202504356

• Mumbai, Maharashtra, India

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

to be accomplished by recruiter