Overview
Monitor the performance quality of outsourced IT Service Desk members handling Level 1 escalations, ensuring adherence to defined SLAs. Analyze ticket trends and implement improvement initiatives to optimize service delivery. Leverage data analytics and tools such as Power BI to drive performance insights and reporting. Provide support for outsourced IT Service Desk members with queries related to Service Requests and Incident Management for both internal and external clients.
Qualifications
- Minimum of 3 years of experience leading teams in customer service or service desk roles.
- Possession of a Bachelor's/College Degree in Computer Science/Information Technology or equivalent experience.
- Solid experience in data analysis and interpreting performance data using Excel and other data analysis tools.
- Proficiency in creating reports and presentations based on data analysis, with experience in Power BI being highly desirable.
- Strong problem-solving abilities with a disciplined and systematic approach.
- Excellent planning and organizational skills, including the ability to manage conflicting priorities.
- Capable of handling people management issues with tact, diplomacy, and maturity.
- Demonstrate ability to motivate and guide others towards a common goal.
- Proven leadership qualities are a must.
- Project Management experience and familiarity with ITIL V4 best practices are desirable but not required.
- Familiarity with Lean Six Sigma methodologies (White to Yellow Belt) is desirable but not required.
Responsibilities
- Oversee the day-to-day performance and output of outsourced IT Service Desk members across shifting schedules.
- Ensure adherence to updated processes and policies by outsourced IT Service Desk members and facilitate timely alignment on any changes.
- Collaborate closely with other IT pillars/departments and outsourced IT Service Desk members to drive operational efficiency and ensure consistent service quality.
- Prepare and present weekly, monthly, and annual performance reports to stakeholders, utilizing tools such as Power BI for data analysis and visualization.
- Conduct regular end-user satisfaction surveys to evaluate the effectiveness of IT Service Desk team.
- Identify opportunities for continuous improvement and implement process enhancements that align with ITIL best practices.
- Provide guidance and mentorship to outsourced IT Service Desk members on procedures, tools, and Service Management standards.
- Lead the identification, diagnosis, and escalation of user-reported incidents, ensuring timely and accurate triaging.
- Assess the quality and consistency of day-to-day service operations and support activities delivered by the outsourced IT Service Desk members.
- Maintain and update knowledge base articles and work instructions, ensuring accuracy and accessibility across relevant departments.
- Conduct structured coaching sessions and provide constructive performance feedback to outsourced IT Service Desk members.
- Set clear performance expectations, monitor progress, and support outsourced IT Service Desk members in achieving individual and team goals.
