Team Lead, Managed Services Client Service Desk

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Your day at NTT DATA

The Team Lead, Managed Services Client Service Desk is an entry level subject matter expert, responsible for taking accountability for the operational management of a team of service desk employees (agents and / or administrators). This role ensures client satisfaction by managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving.

What you'll be doing

Key Responsibilities:

• Responsible for managing a team of junior service desk agents and / or administrators.
• Ensures resource allocation, attendance, effective achievement of KPI’s and planning activities.
• Contributes to the process of managing tickets or calls logged at the service desk.
• Ensures all incidents which are logged, are accurately registered and categorized.
• Ensures the allocation of an appropriate ticket prioritization code upon receipt of the ticket/call and during the logging process.
• Ensures ticket diagnosis is conducted to discover the full symptoms, determine what has gone wrong and how to correct it.
• Be expected to take ownership and resolve or further escalate escalated incidents.
• Checks incidents are fully resolved, and users and/or clients are satisfied and agree to close the related incident.
• Ensures relevant actions have been logged to enable tracking.
• Monitors the performance of the team and identifies any training/ coaching intervention required.
• Leads the discussion of the daily huddles and ensures performance-enhancement solutions are identified and implemented.
• Supports with identifying any gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement.
• Supports with monitoring backlog and uses escalation channels to get the right team involved in resolving tickets in a timely manner.

Knowledge and Attributes:

• Some understanding of the vast range of IT operations and company service offerings
• Displays good levels of client engagement and service orientation.
• Demonstrates operational team management skills and ability to effectively manage the resources that report to them.
• Good collaboration skills and ability to interact professionally.
• Some understanding of project management principles

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent in information technology or related field.
• Relevant technical certifications preferred.
• ITIL v4 specialist certification and knowledge is required.

Required Experience:

• Demonstrated relevant work experience gained in call center managed services/services delivery environment within a medium to large information technology environment.
• Entry level team management/leadership experience.
• Demonstrable experience leading a team of service desk agents preferably within a global technology organization.

Workplace type:

On-site Working

About NTT DATA NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.