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Key Responsibilities
Team Leadership & Management
Supervise, mentor, and guide the L1 helpdesk team to ensure high performance and service quality.
Manage team scheduling, attendance, task allocation, and workload distribution.
Conduct regular team meetings, performance reviews, and training sessions to enhance skills and productivity.
Monitor service desk metrics (SLA, FCR, AHT, ticket backlog, customer satisfaction) and take corrective actions where needed.
Operational Responsibilities
Act as the primary escalation point for L1 technical issues before forwarding to L2/L3 support.
Ensure prompt response, troubleshooting, and closure of support tickets in accordance with SLAs.
Oversee ticket qualityvalidate ticket categorization, documentation, and follow-up accuracy.
Assist in handling high-priority or major incident tickets as required.
Prepare daily/weekly reports on team performance and service desk KPIs.
Process & Quality Improvement
Identify gaps in support processes and develop improvement plans.
Ensure compliance with ITIL processes such as Incident, Request, and Problem Management.
Contribute to knowledge base creation by documenting FAQs, troubleshooting steps, and SOPs.
Promote consistent application of company policies, procedures, and service standards.
Customer Service
Maintain a strong customer-service mindset across the team.
Handle user complaints professionally and ensure issues are resolved promptly.
Communicate effectively with end-users, peers, and management during incidents or service outages.
Skills & Qualifications
Required
Bachelor's degree in IT, Computer Science, or related field (or equivalent experience).
35 years of experience in IT Service Desk or technical support roles.
At least 12 years of experience in a supervisory/team-lead capacity.
Solid understanding of end-user support, hardware troubleshooting, OS (Windows /Mac), MS Office, networking basics, and ticketing tools (ServiceNow, JIRA, etc.).
Strong communication, leadership, and conflict-resolution skills.
Ability to multitask, prioritize, and work under pressure.
Preferred
ITIL v3/v4 Foundation certification.
Experience working in 247 support environments.
Familiarity with remote support tools (TeamViewer, RDP, etc.).
Strong customer-focus
Proactive and solution-oriented
Excellent teamwork and mentoring ability
High attention to detail
Analytical and process-driven mindset
NTT DATA, Inc. is a trusted global innovator of business and technology services. We're committed to helping clients innovate, optimize and transform for long-term success. Our R&D investments help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity.
Job ID: 134274069
