Team Lead, Managed Services Client Service Desk

NTT Ltd.

7d•Onsite

About The Position

The Team Lead, Managed Services Client Service Desk is an entry level subject matter expert, responsible for taking accountability for the operational management of a team of service desk employees (agents and / or administrators). This role ensures client satisfaction by managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving.

Requirements

Some understanding of the vast range of IT operations and company service offerings
Displays good levels of client engagement and service orientation.
Demonstrates operational team management skills and ability to effectively manage the resources that report to them.
Good collaboration skills and ability to interact professionally.
Some understanding of project management principles
Bachelor's degree or equivalent in information technology or related field.
ITIL v4 specialist certification and knowledge is required.
Demonstrated relevant work experience gained in call center managed services/services delivery environment within a medium to large information technology environment.
Entry level team management/leadership experience.
Demonstrable experience leading a team of service desk agents preferably within a global technology organization.

Nice To Haves

Relevant technical certifications preferred.

Responsibilities

Responsible for managing a team of junior service desk agents and / or administrators.
Ensures resource allocation, attendance, effective achievement of KPI’s and planning activities.
Contributes to the process of managing tickets or calls logged at the service desk.
Ensures all incidents which are logged, are accurately registered and categorized.
Ensures the allocation of an appropriate ticket prioritization code upon receipt of the ticket/call and during the logging process.
Ensures ticket diagnosis is conducted to discover the full symptoms, determine what has gone wrong and how to correct it.
Be expected to take ownership and resolve or further escalate escalated incidents.
Checks incidents are fully resolved, and users and/or clients are satisfied and agree to close the related incident.
Ensures relevant actions have been logged to enable tracking.
Monitors the performance of the team and identifies any training/ coaching intervention required.
Leads the discussion of the daily huddles and ensures performance-enhancement solutions are identified and implemented.
Supports with identifying any gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement.
Supports with monitoring backlog and uses escalation channels to get the right team involved in resolving tickets in a timely manner.