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Team Lead, Service Desk Team Lead, Service Desk
2-6 years
Mumbai
1 vacancy
Team Lead, Service Desk Team Lead, Service Desk
MUFG Pension & Market Services
posted 7hr ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Overview
The role will be responsible to manage, supervise and oversee the daily IT Service Desk operations. Monitoring the team performance, set objectives, and conduct regular reviews to maintain high standards of Service delivery. Ensuring service delivery within the agreed SLAs. Identifying and leading service improvements along with the process improvements. Acting as an escalation point for end user escalations, ensuring user concerns are addressed promptly and effectively. Analysing Service Desk data and trends and preparing reports for the management and driving outcomes based on the analysis and driving continuous improvement initiatives.
Key Accountabilities and main responsibilities
Strategic Focus
- Overseeing the IT Service Desk operations and managing the service desk team.
- Meeting agreed SLA s and handling user escalations.
- Ensuring high quality service delivery.
- Leading the Service Desk operations. Managing day to day Service Desk operations, working across multiple geographies, and providing support on phone & email in line with the agreed SLA s.
- Responsible for providing 1st line support to end users, including responding to IT issues reported and handling Service requests. Building relationship with stakeholders and to take measures to improve user experience and CSAT.
- End to end responsibility for support delivery, driving escalations, investigation & resolution of issues.
- Work across functional teams, design, implement and maintain BAU/Critical procedures/processes utilized by Service Desk, major incident & IT operations function.
- Increasing the productivity of Service Desk Analyst s and driving efficiency by adopting automation and driving cost saving initiatives.
- Identify top trends and work along with the relevant support teams to drive down the incidents and reporting the continual service improvements.
- Supervise the reporting, auditing & planning of Service Desk operations.
- Act as the service desk liaison for major business impacting incidents.
- Monitoring the agreed KPI s to ensure continual improvement on all processes, as well as to identify trends to reduce number of incidents.
- Driving the process & service improvement initiatives and working along with different IT stakeholders to achieve the outcomes.
- Driving the automation and cost saving initiatives.
People Leadership
- Effectively handling the Service Desk team, reporting, and improving the SDA s performance. Overseeing the team and resource management.
- Collaborate and communicate effectively with team members and peers.
- Doing annual performance reviews of the team.
- Build and maintain working relationships with IT Service Desk team, IT Service Desk Manager, MIM, Infrastructure support teams, SDM s, along with multiple stakeholders within IT Service management Services and applicable capabilities.
Governance & Risk
- Ensure compliance with legal, standards, and regulatory requirements.
- Support MUFG s assurance programs that deliver effective risk management and compliance practices.
The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.
Experience & Personal Attributes
Experience
- 6+ years experience in IT Service desk operations.
- Minimum 2 years experience in leading the Service Desk operations.
- Good understanding of Windows 10, O365, Active Directory, Remote support tools, ServiceNow or any ticket logging tool, VPN, VDI technology, basics of networking, MDM solution, application support, software & hardware support but not limited to laptop/ desktop & telephony software like Genesys.
- Experience in maintaining the agreed SLAs with business.
- Demonstrated experience in managing large Service Desk team, monitoring the performance of Service Desk associates.
- Hiring, developing, mentoring, and training Service Desk team.
- Experience in handling audits.
- Experience in designing, writing, and rolling out Service Desk related processes/procedures across the organization.
- Preparing weekly & monthly review reports and presenting them to IT top management.
- ITIL V3/ITIL 4 certified and having strong understanding about ITIL framework & methodologies.
Personal Attributes
- Having excellent communication skills and able to communicate effectively at all levels, including with top leadership.
- Strong customer centric and interpersonal skills to lead the team and to manage the customer escalations and ability to work along with stakeholders across the geographies.
- Ability to work in high pressure situations and follow processes and procedures with accuracy and attention to detail.
Overview
The role will be responsible to manage, supervise and oversee the daily IT Service Desk operations. Monitoring the team performance, set objectives, and conduct regular reviews to maintain high standards of Service delivery. Ensuring service delivery within the agreed SLAs. Identifying and leading service improvements along with the process improvements. Acting as an escalation point for end user escalations, ensuring user concerns are addressed promptly and effectively. Analysing Service Desk data and trends and preparing reports for the management and driving outcomes based on the analysis and driving continuous improvement initiatives.
Key Accountabilities and main responsibilities
Strategic Focus
- Overseeing the IT Service Desk operations and managing the service desk team.
- Meeting agreed SLA s and handling user escalations.
- Ensuring high quality service delivery.
- Leading the Service Desk operations. Managing day to day Service Desk operations, working across multiple geographies, and providing support on phone & email in line with the agreed SLA s.
- Responsible for providing 1st line support to end users, including responding to IT issues reported and handling Service requests. Building relationship with stakeholders and to take measures to improve user experience and CSAT.
- End to end responsibility for support delivery, driving escalations, investigation & resolution of issues.
- Work across functional teams, design, implement and maintain BAU/Critical procedures/processes utilized by Service Desk, major incident & IT operations function.
- Increasing the productivity of Service Desk Analyst s and driving efficiency by adopting automation and driving cost saving initiatives.
- Identify top trends and work along with the relevant support teams to drive down the incidents and reporting the continual service improvements.
- Supervise the reporting, auditing & planning of Service Desk operations.
- Act as the service desk liaison for major business impacting incidents.
- Monitoring the agreed KPI s to ensure continual improvement on all processes, as well as to identify trends to reduce number of incidents.
- Driving the process & service improvement initiatives and working along with different IT stakeholders to achieve the outcomes.
- Driving the automation and cost saving initiatives.
People Leadership
- Effectively handling the Service Desk team, reporting, and improving the SDA s performance. Overseeing the team and resource management.
- Collaborate and communicate effectively with team members and peers.
- Doing annual performance reviews of the team.
- Build and maintain working relationships with IT Service Desk team, IT Service Desk Manager, MIM, Infrastructure support teams, SDM s, along with multiple stakeholders within IT Service management Services and applicable capabilities.
Governance & Risk
- Ensure compliance with legal, standards, and regulatory requirements.
- Support MUFG s assurance programs that deliver effective risk management and compliance practices.
The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.
Experience & Personal Attributes
Experience
- 6+ years experience in IT Service desk operations.
- Minimum 2 years experience in leading the Service Desk operations.
- Good understanding of Windows 10, O365, Active Directory, Remote support tools, ServiceNow or any ticket logging tool, VPN, VDI technology, basics of networking, MDM solution, application support, software & hardware support but not limited to laptop/ desktop & telephony software like Genesys.
- Experience in maintaining the agreed SLAs with business.
- Demonstrated experience in managing large Service Desk team, monitoring the performance of Service Desk associates.
- Hiring, developing, mentoring, and training Service Desk team.
- Experience in handling audits.
- Experience in designing, writing, and rolling out Service Desk related processes/procedures across the organization.
- Preparing weekly & monthly review reports and presenting them to IT top management.
- ITIL V3/ITIL 4 certified and having strong understanding about ITIL framework & methodologies.
Personal Attributes
- Having excellent communication skills and able to communicate effectively at all levels, including with top leadership.
- Strong customer centric and interpersonal skills to lead the team and to manage the customer escalations and ability to work along with stakeholders across the geographies.
- Ability to work in high pressure situations and follow processes and procedures with accuracy and attention to detail.
Employment Type: Full Time, Permanent
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based on 16 employees
Flexible timing
Monday to Friday
No travel
Day Shift
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