Understand and keep track of key team KPI’s. Manage dips in performance with adequate reinforcement plans proactively
Monitors, coordinates and supervises the daily activities of the staff in the operations team.
Manage staffing, Attrition, Recruitment and Hiring
Understanding of processes run by team and ability to bring in improvements and efficiencies within the team
Able to conceive and implement productivity improvements within operations
Manage escalations across the IT service desk
Excellent knowledge on Change, Incident, Problem processes and other ITIL process
Should have people management experience of 1 to 2 years for the team size of 5 at least
To provide day to day super vision for service desk team which provides point of contact to all internal and external IT users.
Should be a customer focused with emphasis on ownership of incidents and requests within the service desk team.
Working throughout the full lifecycle as well from attending support review meetings, staff scheduling, weekly reviews, management of the staff including evaluation, promotions and disciplinary through to the overall planning, directing and reporting of the department as whole.
Should have good technical background / hands on(O365, Laptop / Desktop support / Application installation, Network, Information Security etc.
though as will be acting as the lead Major incident manager and will also be escalation point to the primary out of hours managed on rotational basis.
First and main point of contact for all IT support (Network, Infra, and application) for end users and business activities throughout the business, while also managing the performance and development of the service desk staff to ensure the customer expectations and service levels are met.
Should have experience managing the client relationship and managing deliverable under high pressure and within deadlines.
Responsibility for delivery of services in terms of meeting the defined SLAs, Vendor Management and 24X7 Operations.
Knowledge of Project Management is an advantage
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