The Team Lead position is a supervisory role responsible for managing a group of IT Service Desk Associates in the area of performance, behavior at work, professional / career development.
moreover, the Team Lead is responsible for coaching, mentoring and continuously training the associates on the ITSD Support scope.
The Team Lead is also the point of contact and escalation point for the ITSD Associate with regard to processes and procedures of other IT Support Teams, including those of Corporate IT.
The Team Lead also serves as back-up of the Service Delivery Lead in managing the day-to-day activities of the IT Service Desk.
a. Conduct regular coaching and feedback session with assigned ITSD Associates, with focus on employee performance and goals achievement, behavior at work, and other issues that affect employee productivity and team working relationship.
b. Responsible for facilitating the performance management process of assigned ITSD Associates, making sure that activities and other related tasks are performed and completed within schedule (start of year discussion, mid-
year review, end-of-year review, final employee performance assessment).
c. Responsible for managing behavioral issues that affect work or productivity of the assigned associates, including the enforcement of the company code of conduct for any violation incurred by an associate in his / her supervision.
d. Owner of time keeping process for the associates assigned to him / her, including review and approval / rejection of time keeping forms, and other time keeping related activities.
a. Regular audit of acceptable number of ITSD ticket handling to check for process compliance, effective troubleshooting, and end-
to-end customer support experience
b. Conduct feedback session with team members on the results of audits, with focus on opportunities for improvement and sharing best practices as captured by the audit.
Knowledge and Process Management
a. Conduct regular huddles (within shift) to discuss updates, new processes and troubleshooting procedures.
b. Communicate process gaps to co-Team Leads and ITSD Manager for immediate remediation
c. Create Process Documents, KB Articles and Work Instructions on issues brought to his / her attention by the ITSD Associates if no document exists.
d. Co-owner of regular review and updating of ITSD Process documentations, KB Articles, and Work Instructions.
Daily Operations Monitoring
a. Manage ITSD staffing during his / her shift to ensure that service operations and delivery run smoothly; this includes managing attendance and breaks of the associates on shift.
b. Effectively manage the handling of passive queues such as Service Now and Shared Mailbox, so that all requests / email / tickets are attended to (end-to-end cycle)
c. Actively monitor Service Now tickets (INC,RITM / TASK,CHG) owned by the associates under his / her responsibility, making sure that tickets are handled within the corresponding Response Time and resolved within the corresponding Resolution Time.
d. Provide timely and regular feedback to associates with regard to actual ticket handling and ownership and issue resolution.
provide regular updates to parties that need to be notified until high severity issue is resolved
follow-up with Support Groups on aging and unresolved incidents
IT Project and Rollout
Support the ITSD Manager on IT Project tasks and other Ad-hoc activities assigned to the IT Service Desk
Experienced in data mining and analysis, creation and presentation of reports / data
Education / Certification :
Projects and Process Experience
What we offer
Allowances : Transportation, meal, telecom and deminimis
Reimbursements : medical / optical and critical transportation
Health : HMO, Group Life Insurance and Investment fund