Team Lead - Service Desk Job in Equiniti India Private Limited

SERVICE DESK LEAD

The successful candidate will be responsible for the following duties

• Should manage the team, by catering to the BAU needs of the team members.
• Act as a single point of contact for the team members for technical support.
• To validate the quality of service delivered by team members by conducting voice call audits & providing regular feedbacks.
• To be the first point of contact for escalation and manage them end to end.
• Responsible to audit tickets, Track the backlogs, have periodic review on open/aging tickets with other IT support teams.
• Setup G&O for every team member to accomplish the team s KPIs and Perform quarterly review for team members.
• Be part of the interview panels and technically evaluate candidates.
• Drive the induction/KT for new joiners joining GSD team.
• Contact users when there is an escalation and manage them by solving their issues.
• Perform second level of support including technical advice/troubleshooting in Microsoft Operating systems for desktop and laptops, MS Office applications including Outlook, Microsoft Active Directory User Management, Intune, MFA, etc.,
• Should have 10+ years of relevant experience in handing Technical Help Desk Team.
• Good knowledge of Microsoft Operating systems.
• Knowledge on Help Desk KPIs, Priorities and SLA and their reporting.
• Good knowledge of Print Services, TCP/IP and Network connectivity.
• Reviewing service models and creating SOP for the team.
• Ticket tool migration experience is an added advantage.
• ISO 20K & 27k audit management exposure will be an added advantage.

The successful candidate will demonstrate the following skills and behaviour

• Excellent people management skills.
• Ability to manage stress.
• Ability to manage internal team conflicts without bias.
• Should possess a minimum 10+yrs of experience and willing to work in a 24/7 environment.
• Excellent verbal and written communication skills in English (experience in communicating with UK/US/Poland users).
• Should be highly process oriented, and in process improvements.
• Must be able to manage audits.
• Must be able to multitask.
• Desire to learn and be able to implement them swiftly.
• Should possess great IT technical skills to lead the Global service desk team.
• Highly motivated and ambitious.
• Willingness to work extended hours from office or remotely, when required.
• Certification in ITIL V4 is desirable.
• Lean certified or practitioner is desirable.

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. Please note any offer ofemploymentis subject to satisfactory pre-employment screening checks.