Team Lead: MS Service Desk
Kapitolyo, Philippines
2d ago

Key Roles and Responsibilities :

  • Responsible for managing a team of service desk agents and team lead(s)
  • Contribute to the process of managing tickets or calls logged at the service desk
  • Ensure all incidents which are logged, are accurately categorized
  • Ensure the allocation of an appropriate ticket prioritization code upon receipt of the ticket / call and during the logging process
  • Ensure ticket diagnosis is conducted to discover the full symptoms, determine what has gone wrong and how to correct it
  • Ensure reported faults are investigated and diagnosed
  • Be expected to take ownership and resolve or further escalate escalated incidents
  • Check incidents are fully resolved and users and / or clients are satisfied and agree to close the related incident
  • Ensure relevant actions have been logged to enable tracking
  • Train Service Desk Agents and cultivate the service excellence mindset in the Service Desk team
  • Monitor the performance of Service Desk Agents and identify any training / coaching intervention required
  • Mentor and coach Service Desk Agents to improve their performance, as part of the continual service improvement process
  • Lead the discussion of the daily huddles and ensure performance-enhancement solutions are identified and implemented
  • Identify gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement
  • Monitor backlog and use escalation channels to get the right team involved in resolving tickets in a timely manner
  • Knowledge, Skills, and Attributes :

  • A good understanding of the vast range of IT operations and NTT service offerings
  • Display excellent levels of client engagement
  • Service orientated in nature
  • Demonstrate operational team management and leadership skills and be able to effectively manage the resources that report to them
  • Excellent collaboration skills and ability to interact professionally
  • Broad understanding of project management principles
  • Academic Qualifications and Certifications :

  • Relevant regional technical or equivalent qualification
  • Relevant technical certifications preferred
  • Required Experience :

  • Demonstrable relevant work experience gained in call center managed services / services delivery environment within a medium to large ICT organization.
  • Track record of team management / leadership experience

  • Demonstrable experience leading a team of service desk agents
  • What will make you a good fit for the role?

    Standard career level descriptor for job level :

  • Work is pre-determined, with moderate level of control and review
  • Directs subordinates to complete work within established guidelines, policies and procedures
  • Monitors daily operations of a unit or a sub-unit; checks work frequently
  • Supervises semi-skilled employees or admin-type employees
  • May also perform own work
  • Requires full knowledge of own functional area
  • Works on issues of limited scope
  • Problems are usually easily solved
  • Mistakes will cause schedule delay
  • Interacts with subordinates or functional peers; usually around factual information
  • Typically S-band employees report into Team Lead level
  • Operations Management

  • Own and manage service delivery at specific site.
  • Monitor Queues in ticketing tool for timely addressal of open incidents and service requests.
  • Work assignment to engineers based on criticality / escalations / requirements and skills.
  • Handling technical escalations raised by L2 engineers.
  • Attend to walking-in users and guide them accordingly.
  • Attend Reviews and join calls for any site level issues or P1 / P2 / P3 tickets.
  • Coordination with internal IT teams for end user issue closure.
  • Facilitates Audits.
  • Shift Rosters, Handovers, Shift adherence and leave management.
  • Negative VOC tracking and closure to enhance customer experience.
  • SLA Monitoring.
  • Technical and Process Trainings to L2 engineers / New Hires.
  • High Ageing Tickets and work orders report outs
  • Vendor coordination.
  • Project execution and monitoring.
  • Conduct customer reviews for site level performance.
  • Team Management

  • Expected to manage a team size of 10-15 people.
  • Keep tab on availability and quality of resources. Early Warning Signs, Attrition & timely Replacements.
  • Regularly evaluate training needs and get them organized. Regular connects with team to keep them motivated.
  • Team Productivity Report Outs.
  • Team Huddles.
  • Qualifications, Experience and Certifications we seek in you!

  • Must be a graduate of any 4 year IT / Engineering related course with at least 3-5 Years of relevant and proven experience in managing large end user setups in ITES / BPO Industry.
  • Strong domain knowledge and technical orientation.
  • Customer-service and problem-solving attitude.
  • Excellent written, verbal communications skills.
  • Should be able to deliver on tight timelines.
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