As the Team Leader for our Service Desk, you will lead a team responsible for delivering high-quality IT support services to end users. Your role will involve technical troubleshooting, operations management, and ensuring efficient service delivery.
Key Responsibilities
- Lead and mentor a team of service desk professionals, fostering a culture of excellence and continuous improvement.
- Conduct daily feedback sessions to ensure adherence to operational standards and ticket hygiene.
- Oversee complex troubleshooting for desktop, applications, VPN, MDM, and other end-user services.
- Manage escalations of incidents and requests to appropriate resolver groups.
- Analyze metrics and reports to identify trends, root causes of issues, and areas for efficiency improvement.
- Proactively update the knowledge base and identify opportunities for process automation.
- Conduct technical training for new hires and existing team members based on identified needs and quality monitoring feedback.
- Create and maintain training plans to enhance team skills and knowledge.
- Monitor ticket aging reports and drive the team to address outstanding tickets promptly.
- Ensure compliance with standards such as PCI, ISO, ISMS, and BCMS through regular audits.
- Represent Mphasis in internal and external review meetings, ensuring alignment with client expectations.
- Participate in change meetings to assess potential impacts on Service Desk operations.
Desired Skills and Experience
- Proficiency in ITSM tools, Windows operating systems, Office 365, and related technologies.
- Strong knowledge of desktop/image build, COTS applications, VPN, and Identity and Access Management.
- Experience in incident lifecycle coordination and complex troubleshooting.
- Ability to analyze Key Performance Indicators (KPIs) and implement improvements based on findings.
Certifications
- ITIL v4 Foundation certification preferred.
Soft Skills
- Excellent communication and interpersonal skills.
- Strong analytical and problem-solving abilities, with a focus on operational efficiency.
Why Join Mphasis?
- Be part of a forward-thinking company that values innovation and customer-centric solutions.
- Opportunities for professional growth and development in a dynamic work environment.
- Engage with diverse teams and work on impactful projects that shape the future of technology.