Service Desk Team Lead

Service Desk - Lead

About Birlasoft:
Birlasoft, a powerhouse where domain expertise, enterprise solutions, and digital technologies converge to redefine business processes. We take pride in our consultative and design thinking approach, driving societal progress by enabling our customers to run businesses with unmatched efficiency and innovation. As part of the CK Birla Group, a multibillion-dollar enterprise, we boast a 12,500+ professional team committed to upholding the Group's 162-year legacy. Our core values prioritize Diversity, Equity, and Inclusion (DEI) initiatives, along with Corporate Sustainable Responsibility (CSR) activities, demonstrating our dedication to building inclusive and sustainable communities. Join us in shaping a future where technology seamlessly aligns with purpose.

Tittle: Service Desk Team Lead

Job Description

As Service Desk Team Lead, you will manage the performance of Level 1 and Level 2 services & support to clients (internal and external) and ensure that service levels are achieved. This role has as a primary requirement to manage the IT Service Desk team to deliver the best IT experience and resolve all technical issues to our end-users. Responsible for ensuring the staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.

Eligibility

•    People management, Project management
•    Solid technical background with an ability to give instructions to a non-technical audience
•    Customer-service oriented with a problem-solving attitude
•    Excellent written and verbal communications skills
•    Should have the required expertise and analytical skills to provide strategic process improvement inputs - (operational excellence)
•    Ownership on Quality performance of delivery  & SLA attainment
•    Good understanding of ITIL & Lean concepts, ITIL certification will be a plus
•    Should be open to work 24/7
•    Transition experience & SD implementation exp will be added advantage

Operational Requirement

•    Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. 
•    Act as escalation point for all requests and incidents. 
•    Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. 
•    Determine root cause of issues and communicate appropriately to internal and external customers. 
•    Train, coach and mentor Service Desk Specialists (L1&L2) including career development. 
•    Oversee staff activities. Builds/obtains (from other departments) training material for support staff.
•    Schedule employees working times and ensure optimum scheduling to drive required occupancy
•    Provide data and reporting of KPI’s and trends to stakeholders and others in ad-hoc, weekly, monthly and as needed.
•    Ticket Deep Dive and develop strategies for improvement. 
•    Work to make Service Desk the single source of truth and service delivery channel for IT. 
•    Monitor and manage phone queue (participating in escalated calls as needed).
•    Oversee Solutions repository and ensure top quality solutions are available to the staff. 
•    Develops Service and Business Level Agreements to set expectations and measure performance.

Experience Level

Senior Level