SERVICE DESK TEAM LEADER

JOB SUMMARY

The Service Desk Team Leader is responsible in managing the Managed Service Desk Team. He or she shall support the SDM that all client requirements are relayed to subordinates and tracked for the purpose of its delivery and implementation. He shall also be responsible in collaborating with the Client Services and TQID Support in the gathering all process and product updates released by the clients before their official roll-out to the Service Desk Team. Performance reviews on his required targets relative to SLAs and KPIs shall be consistently scheduled to test his reliability to deliver his function or role. The Service Desk Team Manager may be required to develop initiatives that will help the company in achieving its targets and goals.

PRINCIPAL ACCOUNTABILITIES

• Mentoring helpdesk team, providing training, and conducting performance evaluations.
• Assist with the development of new processes and enhancement of existing ones
• Management of the Service Desk Team including ensuring resource allocation, attendance, effective achievement of KPI's and planning activities
• Conducts periodic cadence with Workforce Management Group (WMG) to ensure 100% fulfillment as per the program/ project requirement
• Act as a point of hierarchical escalation
• Work on Helpdesk Reporting, generating day to day reports, Adhoc reports as and when required.
• Communicating with clients and providing in-person and phone support, if required.
• Assist the AFSI SDM with any other duties and IT Projects to ensure delivery within primary area of Request Fulfilment / Incident resolution within contractual SLAs
• Ensure 100% compliance to Project SLA's, information security protocols and etc. (all customer's contractual obligations)
• Point person (for mentioned location) for SD Ops Manager
• Able to address challenging management issues such as performance management
• Result oriented, customer focused and business oriented mind-set and with ability to show leadership in challenging situations
• Work closely with client / support staff to obtain technical knowledge and to support new technologies and services.

QUALIFICATIONS:

• Preferably a graduate of any 4-year technology course or its equivalent
• Has at least five (5) years relevant and solid experience in IT/Service Desk preferably in a shared services set up or environment
• Has at least three (3) years leadership and management experience
• Experience providing support via remote tools
• Willing to work on a rotating shift and on holidays
• Experience in interpretation and use of performance data using Excel, PowerBI and other data analysis tools.
• Team Leading/Project Management Experience
• Preferred to have Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
• Advanced understanding of support tools, techniques and how technology is used to provide services
• Hands-on Technical skills (Azure, Microsoft 365 Enterprise)
• Experience supporting remote users (VPN, Citrix etc)
• Experience creating reports and presentations based on data analysis.
• Strong leadership skills with aim to build a high functioning team and promoting engagement
• Excellent oral and written communication skills in English with expertise in international and cross-cultural communications and business relations
• Excellent oral and written English communication skills (business proficiency level) with experience in international client communications and cross-cultural business relations

Kindly send us a 5 to 10 minute audio clip message highlighting your experience as a SME with Tier 2 tech support and the devices you've handled. You can talk about anything under the sun in your audio clip about yourself and your work experience as long as you highlight everything about yourself, your work experience and microsoft/geek squad support experience, and all of the things you know how to fix with various types of computers, printers, and mobile devices.

You can send it to