Team Lead - IT Helpdesk Operations (4-8 yrs)

Job Description :

- Manage the day-to-day activities of IT-Helpdesk Operations.

- Manage and co-ordinate the processing of incoming calls/tickets to ensure timely and effective resolution of incidents and requests as per pre-defined SLA.

- Co-ordinate and implement processes and procedures to achieve optimal team workflow.

- Implement and monitor ticket handling and escalation policies and procedures.

- Achieve increased productivity and minimize disruptions through a quick resolution of user queries and incidents.

- Be a first level escalation point and provide coordination and support for the IT- HelpDesk during high severity incidents.

- Provide communication to customers in preparation for planned work and unplanned outages.

- Align experienced engineers for timely resolution of tickets.

- Verify Service Desk tickets for proper notations, tagging, and proper closer process is followed (QC).

- Prepare engineers to shift roster as per business requirements.

- Follow engineer onboarding & offboarding process.

- Raising IT-Helpdesk Team observations and recommendations to the Project Manager regarding:

Identification of problems or recurring incidents.

Identification of trends in incidents and services requests logged and input for consideration as projects, upgrades, or problem management.

Provide reporting on call volumes and incident trending within the Service Desk and wider IT Team.

Contribute to Service Level reporting to Management.

Lead team planning, decision making, and service improvement activities.

Implement service improvement ideas.

Contribute and encourage the development of information into the Client knowledge base to better support the IT-Helpdesk Team.

- Conduct site induction and onboarding.

- Maintain the skills and competencies of personnel.

- Lead Service Desk Team Meetings.