Service Desk - Shift Lead

At Milestone Technologies we are seeking a highly motivated and experienced Service Desk - Shift Lead to join our dynamic team. The ideal candidate should have a proven track record of spearheading processes from scratch, motivating and developing team members in a dynamically changing environment, and ensuring the successful delivery of projects. The individual should possess excellent leadership skills, hands-on technical expertise, and a commitment to driving continuous improvement.

Process Leadership:
Spearhead new processes from inception to implementation.
Drive process performance to achieve and exceed SLA/OLA deliverables.
Team Leadership:
Motivate, develop, and mentor team members in a dynamic environment.
Implement best practices and lead by example.
Manage expectations of team members and proactively address their needs.
Project/Transaction Monitoring:
Monitor projects/transactions and provide qualitative/constructive feedback to the team.
Maintain delivery dashboards with thorough analysis.
Stakeholder Interaction:
Answer operations-related queries from stakeholders.
Manage escalations effectively.
Handle client interactions with senior client stakeholders.
Performance Management:
Manage attrition and absenteeism effectively.
Monitor resource utilization and performance.
Continuous Improvement:
Lead continuous improvement initiatives for the project.
Provide strategic process improvement inputs for operational excellence.

Minimum 6 years of experience in managing service desk operations.
Minimum 2 years of experience in IT Service Desk as a Team Lead.
Relevant degree in Engineering or related field.
Certifications in technology-specific areas, networking, or management preferred.

Excellent problem-solving capabilities and lateral thinking skills.
Strong hands-on skills to identify process gaps and suggest improvement plans.
Ability to work under pressure and take ownership of deliverables.
Effective written and verbal communication skills.
Proficient in Service Now, MIS, and reporting activities.
Flexibility to work within challenging environments and tight delivery timelines.
Maturity and experience in managing skilled L1 and L2 resources.
Effective leadership in enhancing customer experience and overall service delivery.
Meeting client expectations and process metrics.
Attrition and absenteeism management ownership.