The Service desk Shift lead is responsible in overseeing & managing the day-to-day operations of the team assigned to them under the Global Service Desk Operations Center, by working closely with the GSOC specialists & different support groups to ensure that the IT service delivery targets are met.
The Shift Lead acts as the primary contact for escalations, communications, employee development, process & quality improvement and administrative related concerns.
Roles & Responsibilities :
Performs the tasks / responsibilities of GSOC specialists should the need arises
Responsible in managing the day to day operations of their designated team
Provides support & assistance to their team members as needed
Ensures Team SLOs and other key metrics are met and exceeded
Collaborates with different IT services teams to ensure end user support is met at a timely manner
Conducts monthly performance reviews
Attend meetings / conference calls with IT counterparts as needed
Coach and drives personnel to follow and comply to all Fluor processes and procedures in relation to their assigned scope of work
Manages process related escalations, conducts RCAs to derive action plans
Implements processes, changes and continuous improvements
Provides timely feedback to direct reports as needed & coordinates employee issues to their respective personnel agency managers
Provides recommendations on staffing and schedule assignments
Provides data, analysis and reports as required by the business
Conducts RCAs to analyze trends and employee performance gaps
Provides feedback & recommendations to Tower leads for any gaps to drive continuous improvement
Conduct regular team briefings / meetings to ensure team members are fully aware of any new updates or changes within the IT environment
Ensure that all Service Desk specialists comply with company policies and procedures.
Provide activity reports as and when required (e.g. open tickets, SLO compliance, etc.)
Basic Job Requirements
Education and Experience :
Educated to A-Level standard with relevant qualifications (such as Computer Science / Information Technology / Computer Engineering & the likes)
Experienced in ITIL processes
Knowledge of industry standard hardware / software used within a corporate environment
Experienced in Call Center or IT Team management
Relevant back office / customer service / cellular / billing & invoicing work experience.
At least two years of relevant IT and call center / helpdesk operations work experience.
Knowledge of relevant call ticket tracking applications
Sound knowledge and experience of customer service practices
Minimum 6 months tenure with the account being supported (Internal Applicants)
Other Job Requirements
Key Competencies :
Excellent customer service and stakeholder management skills
Excellent Performance Management Skills
Excellent oral and written English communication skills
Strong inclination to learning and on-boarding new projects or initiatives
Strong customer service orientation
Quick adaptability and flexibility.
Amenable to rotating work schedule including night shift, extended work hours, holiday and / or weekend work.
Good planning and organizational skills
Keen attention to detail
Strong stress tolerance
Works with minimal supervision
Keen problem analysis and problem-solving skills
Resourceful, Driven & committed
Versatile & Adaptable
Strong Team Player
Excellent multi-tasking skills