Role : Team Lead Service Desk
Experience : 5 to 8 years
Qualification : Any Graduate
Location : Bangalore
Roles & responsibilities
Team Lead, Service Desk
DEPARTMENT : Information Services
REPORTS TO :
IS Infrastructure Manager
GRADE : JOB SUMMARY :
JOB SUMMARY :
This role is responsible for coordinating the daily work, as well as direct hands on responsibilities of IT Service Management for the Client Support team.
This role must work across various IT teams, IT operations and IT Value Stream Managers to ensure IT services are delivered with quality and efficiency within SLAs.
This role would help manage and measure SLA's. Additionally, this role will help manage the implementation and on-going optimization of a Service Management platform, leading the local service desk process, and in implementing and optimizing ITIL processes across the enterprise.
ESSENTIAL DUTIES & RESPONSIBILITIES :
Participates in a committee to create an overall SLA driven IT Service Delivery
Develops and maintains portfolio of IT Service Management policies and operating procedures across the Service Desk Team
Assists in oversight of daily KPIs and standardized work.
Recommend SLAs to internal stakeholders, solicit approval, and adhere to approved SLAs on all components of service delivery.
Lead through example, assist in the buildout of Service Desk team.
Train new staff, assist with performance reviews, and provide leadership and coaching, including technical and personal development for team members
Provides day-to-day leadership and guidance in resolving complex technical operational situations.
Provides feedback and development opportunities for staff
Ensures the IT department is right sized with experienced, motivated, and highly technical employees.
Works with the Managers of IT on establishing processes and policies to build a high-performing organization.
Focused on delivering exceptional services across Polaris enterprise
Strong customer service focus; excellent communication skills, including presentations and Score Cards.
Lead with a continuous improvement mentality, and provide metrics to show the realization.
Focuses on service delivery for information technology systems to ensure that all services are properly planned out and delivered as expected.
Oversees the creations of reportable metrics that are used to validate SLA's and OLA's. Also searches for trends in data that could indicate the need for process engineering or process improvement.
Prioritizes requests and activities and develop schedules and work plans for projects / initiatives.
Consults with business departments as needed.
Communicates relevant IT-related information to senior leadership and peers.
Be able to quickly form a problem focus group and use critical thinking skills to resolve system outages and document root causes for future analysis to ensure maximum availability of company systems.
Delivers actions and initiatives associated with control and compliance objectives.
Implements solutions to prevent, detect, and remediate information security risks.
Leads remediation to accidental or intentional destruction, disclosure, interruption or breach of information.
Performs appropriate testing of detection and incident response.
Hands on Windows 7 / 10, Active Directory, Office 365, Network, VPN, AS400
Troubleshooting of End-user Computing Operations, Client Hardware, Office Applications Knowledge.
Knowledge of AS400 and Dynamic 365 would be advantage
Deep Understanding of Service-Now ticketing system is a must for ITIL tracking within the enterprise.
Experience working in a Global Enterprise environment with 5000+ People Strength.
Strong communication skills, very strong English-speaking skills
A passion for service improvement
Strong analytical skills with an attention to detail; excellent written and verbal communication skills.
Ability to convey technical information and business impact to non-technical audience.
Ability to prioritize multiple competing priorities in a fast-paced environment.
Ability to adapt to new development environments and changing business situations.
High results oriented with analytical, problem solving and demonstrable presentable skills
SKILLS, KNOWLEDGE & EDUCATION :
Bachelor's degree in Business or Information Management or equivalent experience required
6-10 years' experience working within an IT environment.
Demonstrated experience in many areas of Infrastructure
Ability to deal collaboratively, diplomatically, and successfully with customers, co-workers and other professional colleagues, managers, and staff.
Ability to work effectively in a team environment, as well as work independently with limited supervision.
Excellent verbal, written and interpersonal communication skills, including the ability to communicate effectively with the IT organization, management and business personnel
Excellent problem-solving skills while providing first class customer service
Preferred Skills / Experience
International business experience
Breadth of industry and sector experiences manufacturing, retail etc.
WORKING CONDITIONS :
Standard office environment
Working in Shifts, preferably 2