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
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.
Shift Rosters, Handovers, Shift adherence and leave management.
Negative VOC tracking and closure to enhance customer experience.
Technical and Process Trainings to L2 engineers / New Hires.
High Ageing Tickets and work orders report outs
Project execution and monitoring.
Conduct customer reviews for site level performance.
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.
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.