IT Service Desk Team Leader

Reporting To: Operations Manager

Number of Direct Reports: Ranging 10-15 SD L1 Agents and SMEs

Main purpose of the Role: The IT Service Desk Operations Team Leader is responsible for overseeing the daily operations of the IT service desk team, ensuring timely and effective resolution of IT support requests, maintaining high customer satisfaction, first level resolution, and coordinating team activities to meet client expectations. In addition to these responsibilities, you will be expected to closely collaborate with both teammates and clients to support, analyze, evaluate, and resolve issues, all with the aim of fostering continuous improvement.

Key Responsibilities

:-Supervise and lead the service desk team, providing guidance, training, and support. Monitor and manage ticket queues to ensure timely resolution of user issues. Escalate complex problems to appropriate technical teams and follow up on resolution. Investigate root causes of failing SLA and KPIs. Develop and maintain standard operating procedures (SOPs) for service desk operations

.-Coordinating with internal teams and/or external vendors to ensure seamless service delivery

.-Act as a point of contact for escalated issues and communicate with end-users effectively. Generate and analyze reports on ticket metrics, response times, and team performance. Ensures existence and drives for recognition and rewards program of the account for top performing team members as well guaranteeing that proper action is taken for non-performing associates and ensures documented infractions against company policies

.-Identify opportunities for process improvements and implement corrective actions. Maintain up-to-date knowledge of IT systems, software, and support tools

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Key Stakeholder

s:-Service Desk Manager (Clien

t)-TCS Service Delivery Manag

er-TCS Internal Teams (Corporate function

s)-TCS Operations Manager and other mid to senior leadersh

ip
Qualifications and Experience (mandato

ry)PREFERR

ED:-5+ years of experience as IT Service Desk Team Lea

der-5+ years of experience in using ServiceNow as ITSM t

ool-Excellent people management ski

lls-Candidate have lead automation proje

cts-Supervised a team of 15 individu

als-ITIL V3/4 Certif

ied-Knowledgeable in Generativ

eAI-Knowledgeable in SLA/KPI/

OKR-Knowledgeable in Active Directory, O365, Virtualization, Netw

ork-Knowledgeable in remote to

olsMINIM

UM:-3 years of experience as IT Service Desk Team Lea

der-Advanced people management ski

lls-Candidate have been involved in automation projects -Supervised a team of 10 individu

als-ITIL V3/4 Trai

ned
Skills & Competencies: This role requires a candidate who has excellent communication skills around issues and opportunities - get things done, make things happen. The ideal candidate should demonstrate skills in people management, decision making, risk management, and strategic thinking. He/she should be an effective leader with ability to motivate team, delegate responsibilities and problem-solving ski