Service Desk Team Lead

Location

Pune | India

Job description

position: Service Desk (Team Lead)

Experience: 4year+

Location: Pune

CTC: upto 8LPA

Notice period: Immediate to 30Days

SKILL:

• Any Graduate
• Experience with service Desk( Ticketing tools, service now, Active Directory,VPN O365, Remedy)
• Must have experience as a team lead on paper.

Job Description:

 Effectively manage teams including tasks such as resource planning,

career planning, performance management, attrition management etc.

 Coach and help develop team members; help bridge knowledge gaps

and overcome skill and will issues

 Handle User/customer escalations and formulate actions to resolve any

concerns and ownership till resolution

 Regularly formulate and execute internal and external governance

 Effectively handle client escalations and formulate actions to resolve any

concerns.

 Work with the operations managers to obtain necessary resources like

training and support for the team's requirements

 Conduct quality assessment of agents' performance and formulate

trends for performance improvement of agents & teams

 Ensure that the team members have the necessary knowledge and

training to effectively deliver on their targets

 Familiarize the team with the latest process update and changes, team

and individual targets

 Identify process improvement ideas, mentor team members on

implementing improvement ideas/Six sigma/lean projects

Job tags

Salary