IT Service Desk Team Leader Full Time

Salary

Salary : 8,50,000 /Year

Experience

Minimum:5 years Maximum:10 years

Job Details

Tre Sessanta People Management Pvt. Ltd. is hiring for the role of IT Service Desk Team Leader:

• Line management functionality for all Service Desk analysts.
• Responsible for integrating new processes/technologies into the Service Desk and ensuring support documentation is created.
• Led and motivated the Service Desk team to achieve a high level of First Time Fix ticket closures.
• Manage IT Operations processes, ensuring smooth batch operations and escalating as needed.
• Ensure analysts maintain backup schedules of core systems.
• Conduct trend analysis to improve ticket escalations and support the development of Service Desk capabilities.
• Identify and raise Service Desk Analyst development needs to be aligned with business direction and future technologies.
• Act as a technical point of escalation within the Service Desk team.
• Ensure all IT requests and incidents are prioritized and progressed according to established procedures.
• Manage, monitor, and track assigned calls, providing feedback to customers in line with SLAs.
• Ensure incidents and requests are handled in accordance with SLAs and KPIs set by management.
• Comply with information security policy and regulatory procedures.

Requirements:

• Excellent written and verbal communication skills.
• Friendly, outgoing, and helpful attitude.
• Ability to manage geographically diverse teams.
• Ability to work well under pressure.
• Drive and commitment.
• Proactive and self-motivated.
• Strong prioritizing, planning, and organizing skills.
• Methodical and creative approach to problem-solving.
• Understanding of customer needs.
• Performance management experience.
• Monitoring quality and standards.

Experience:

• Experience in a customer-facing IT support/service delivery role.
• Proven experience in managing service delivery teams.
• Broad understanding of IT infrastructure.
• Thorough knowledge of Windows Operating Systems, MS Office, Exchange, and Outlook.
• Strong analytical and troubleshooting skills.
• Thorough understanding of PC/desktop architecture.
• Understanding of TCP/IP protocol.
• Knowledge of IT Operations, batch processes, and physical backup processes.
• ITIL awareness.
• Active Directory experience.
• Experience with HP OpenView monitoring.
• Experience with HP Data Protector.
• Basic knowledge of Unix operating system.
• Experience with telephone software.

Education and Qualifications:

• MCP/MCSE accredited.
• A+ certification.
• ITIL fundamentals.