Team Lead Service Desk

9 - 14 years

15 - 20 Lacs

Posted:6 days ago| Platform: Naukri logo

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Job Type

Full Time

Job Description

Summary

The Service Desk Team Leader role is responsible for managing the operation of the Service Desk. This role is crucial to ensuring customer requirements are met in terms of communication, prioritising, escalating and resolving incidents and requests. Youll be mentoring the Service Desk team and will drive a culture of continual process improvement within the Service Desk team and the wider IT Service Operations team.

  • Day-to-day management of the IT Service Centre
  • Lead and attend weekly Service Desk meetings to highlight performance and introduce new services. Use the forum for other BAU activities
  • Performance manage 1st line support technicians including appraisals, objective setting and 1:1 reviews.
  • Ensure all staff have appropriate training and develop personal development plans to meet future requirements.
  • Manage the IT Service Centre rota for early, late and weekend shifts.
  • Drive the continuous improvement of service through Incident Management, Change Management, Problem Management, Information Security and Knowledgebase practices
  • Own the escalation of incidents (P1s & P2’s) whilst expediting issues to the relevant teams
  • Personally follow up major issues, ensure an appropriate communication plan is in place.
  • Onboard new services and create service frameworks, design and lead through implementation.
  • Assist with project delivery.

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