Job Summary
Job Description : Service Desk Lead Experience mandatory
Job Summary : Service Desk Operations Management Manage daily Service Desk operations and ensure uninterrupted support services. Monitor Incident, Service Request, Knowledge, and Problem Management processes. Ensure all tickets are logged, prioritized, assigned, and resolved within agreed SLAs. Oversee ticket queues and workload distribution across the support team. Act as the primary escalation point for major incidents and critical issues. Coordinate with L2/L3 support teams, vendors, and technology towers for issue resolution. Drive service restoration activities during major incidents. Team Leadership and People Management Lead, mentor, coach, and develop Service Desk Analysts. Conduct regular team meetings, performance reviews, and one-on-one sessions. Develop training plans and skill enhancement programs. Manage resource planning, shift scheduling, and workforce utilization. Promote a customer-centric and high-performance culture. Support recruitment, onboarding, and succession planning activities. Service Delivery and Customer Experience Ensure consistent delivery of high-quality support services. Improve end-user satisfaction through proactive engagement and service excellence initiatives. Analyze customer feedback and implement improvement actions. Conduct regular service reviews with stakeholders. Drive First Contact Resolution (FCR) and improve customer experience metrics. Incident and Problem Management Manage Major Incident processes and communications. Perform trend analysis to identify recurring issues. Coordinate Root Cause Analysis (RCA) activities. Work with support teams to implement preventive measures. Track and report recurring incidents and service disruptions. Service Improvement and Governance Drive Continual Service Improvement (CSI) initiatives. Review operational KPIs and identify opportunities for improvement. Implement ITIL best practices across Service Desk operations. Develop and maintain operational procedures and knowledge articles. Ensure compliance with organizational policies and audit requirements. Reporting and Performance Management Prepare daily, weekly, and monthly operational reports. Monitor and report on: SLA Compliance First Call Resolution (FCR) Customer Satisfaction (CSAT) Mean Time to Resolve (MTTR) Ticket Backlog Agent Productivity Call Abandonment Rate Present operational performance during governance reviews. Knowledge Management Develop and maintain the Service Desk Knowledge Base. Ensure consistent documentation of workarounds and solutions. Promote knowledge sharing across support teams. Service Transition and Transformation Support new service onboarding and transition activities. Participate in service transformation and automation initiatives. Identify opportunities for self-service and process automation. Support Digital Workplace and End-User Computing transformation programs.
Key Responsibilities
Job Responsibilities : Service Desk Operations Management Manage daily Service Desk operations and ensure uninterrupted support services. Monitor Incident, Service Request, Knowledge, and Problem Management processes. Ensure all tickets are logged, prioritized, assigned, and resolved within agreed SLAs. Oversee ticket queues and workload distribution across the support team. Act as the primary escalation point for major incidents and critical issues. Coordinate with L2/L3 support teams, vendors, and technology towers for issue resolution. Drive service restoration activities during major incidents. Team Leadership and People Management Lead, mentor, coach, and develop Service Desk Analysts. Conduct regular team meetings, performance reviews, and one-on-one sessions. Develop training plans and skill enhancement programs. Manage resource planning, shift scheduling, and workforce utilization. Promote a customer-centric and high-performance culture. Support recruitment, onboarding, and succession planning activities. Service Delivery and Customer Experience Ensure consistent delivery of high-quality support services. Improve end-user satisfaction through proactive engagement and service excellence initiatives. Analyze customer feedback and implement improvement actions. Conduct regular service reviews with stakeholders. Drive First Contact Resolution (FCR) and improve customer experience metrics. Incident and Problem Management Manage Major Incident processes and communications. Perform trend analysis to identify recurring issues. Coordinate Root Cause Analysis (RCA) activities. Work with support teams to implement preventive measures. Track and report recurring incidents and service disruptions. Service Improvement and Governance Drive Continual Service Improvement (CSI) initiatives. Review operational KPIs and identify opportunities for improvement. Implement ITIL best practices across Service Desk operations. Develop and maintain operational procedures and knowledge articles. Ensure compliance with organizational policies and audit requirements. Reporting and Performance Management Prepare daily, weekly, and monthly operational reports. Monitor and report on: SLA Compliance First Call Resolution (FCR) Customer Satisfaction (CSAT) Mean Time to Resolve (MTTR) Ticket Backlog Agent Productivity Call Abandonment Rate Present operational performance during governance reviews. Knowledge Management Develop and maintain the Service Desk Knowledge Base. Ensure consistent documentation of workarounds and solutions. Promote knowledge sharing across support teams. Service Transition and Transformation Support new service onboarding and transition activities. Participate in service transformation and automation initiatives. Identify opportunities for self-service and process automation. Support Digital Workplace and End-User Computing transformation programs.
Skill Requirements
Skill Requirement : Required Technical Skills ITSM & Service Management ITIL Framework (Incident, Problem, Change, Request Management) SLA/KPI Management Major Incident Management Continual Service Improvement (CSI) Knowledge Management End User Computing Windows 10/11 Microsoft 365 Microsoft Teams Outlook Active Directory Azure AD / Entra ID Intune Remote Support Tools ITSM Tools ServiceNow BMC Remedy Jira Service Management Ivanti Freshservice Reporting & Analytics Excel Power BI Dashboard Creation Trend Analysis Required Soft Skills Leadership and Team Management Stakeholder Management Customer Service Excellence Communication and Presentation Skills Conflict Resolution Decision Making Problem Solving Coaching and Mentoring Negotiation Skills Time Management
Other Requirements
Other Requirement : Service Desk Lead Experience