Team Lead - ServiceDesk

Experience: 8-15 Years Location: Gurugram/Pune Shift: 24*7 Role Service Desk Lead Job Description Manage a team of Technical Service Desk Analysts by providing them assistance to perform their day-to-day task smoothly. Ensure the internal and external governance and reporting is adhered to. Should be a team player and work with team for common cause. Collaborate with internal and client stakeholders in driving continuous improvement Roles And Responsibilities Monitor call and ticket volumes to ensure the SLA's are met Good understanding of CPI's, KPI's and CSAT tracking, measurement, analysis, and drive improvements Keep track of staffing and scheduling to ensure adequate staff are available to manage the volume Report on daily performance to internal and client stakeholders Be part of internal and external reviews Perform analysis of the tickets to improve the first-time fix and reduce hops, aging and backlog of tickets Work closely with Quality, Training, Knowledge Management, Incident Management and Service Transition team to run smooth operations Handle and respond to escalations with proper RCA and artefacts Maintain connect with internal and client stakeholders if any issues need attention for resolution or work stoppage Drive Continuous Service Improvement Should be able to take calls and chats as and when needed Skill Sets Strong interpersonal and communication skills with ability to manage diverse teams Analytical mindset to proactively identify issues and resolve / highlight them Well versed with Excel, ServiceNow and Telephony reporting along with good presentation skills Strong understanding of ITSM processes & ITIL Educational Qualification Bachelor of Computer / IT / Application ITIL 4