Hiring For Technical Service Desk Lead / IT Team Lead at Thane

We are currently hiring for the role of Technical Service Desk Lead / IT Team Lead at i4T, Thane. Please go through the details below;

Location:- Thane

Key Responsibilities:-

The TSD Lead is responsible for overseeing the day-to-day operations of the technical service desk team, ensuring efficient delivery of support services to end-users. This role requires a combination of technical expertise, strong leadership skills, and a customer-centric approach.

Service Delivery Management:-

• Monitor and analyze ticket volumes, resolution times, and overall service performance to ensure adherence to SLAs.
• Implement strategies to improve service delivery efficiency and effectiveness.
• Collaborate with vendors and internal teams to resolve complex technical issues.

Team Management:-

• Train TSD team members.
• Assign tasks, manage workloads, and provide ongoing coaching and mentoring.
• Foster a positive and collaborative team culture.

Customer Satisfaction and Incident Management:-

• Proactively address customer concerns and complaints.
• Implement initiatives to enhance customer satisfaction levels.
• Gather and analyze customer feedback to identify areas for improvement.

Process Optimization:-

• Continuously review and optimize TSD processes to improve efficiency and effectiveness.
• Identify opportunities for automation and streamlining.
• Ensure compliance with industry best practices and standards.

Reporting and Governance:-

• Prepare regular reports on TSD performance metrics.
• Ensure compliance with relevant governance frameworks and regulations.
• Provide data-driven insights to support decision-making.

Vendor Management

Note:- Candidates who can join within a month are preferred. And candidates having experience in Retail Industry are preferred.

Interested candidates send your resume at HR-BusinessPartner@i4t.in