Address
Form of work Communicates and aligns business and individuals' needs in order to achieve business growth and career development of team members, by facilitating two-way communication between team members and senior management team.
Ensures availability of appropriately skilled members at the Service Desk frontline to achieve service levels.
Maintains technical expertise of team members through continuous learning and training on the job.
Understands the competencies, potential and motivations of team members to coach and mentor them.
Sets appropriate, challenging performance targets and gives objective and constructive feedback based on evidence to enhance their performance.
Handles performance and disciplinary issues of team members.
Delegates specific Service Desk responsibilities to team members to create specialization and increase service delivery pace.
Monitors intraday performance, evaluates performance metrics and ensures SLAs are met.
Responsible for service and quality improvement.
Handles escalations, identifies problems and liaises with relevant stakeholders to solve complex issues.
Observes Service Desk operation techniques and processes to assess effectiveness and implement improvements.
Submits necessary reports.
Actively contributes to shift-left, innovation and automation opportunities.
Ensures compliance with all contractual and regulatory standards.
Prerequisites:
ITIL foundation certified.
At least one year experience leading teams in an offshore technical Service Desk function.
Experience working with multinational and multilingual teams across several time zones.
Preferred:
SDI or HDI certification.
Technical experience in omnichannel cloud contact center as a service.
Certification in Microsoft 365, desktop operating systems, Active Directory, and/or Computer networks.
Work Environment: 24X7 operation, late night work.
Location: Bangalore/Chennai, work from office.
