Leading a team of IT service desk agents to provide timely and efficient technical support for internal staff. Developing and implementing service desk policies, procedures, and best practices. Overseeing the resolution of high-priority incidents and ensuring customer satisfaction.

Skills

• Communication Skills
• Time Management & Prioritizing
• Customer focus

Requirements

• Job Role Lead
• Job Type Full Time
• Workplace Type Onsite
• Industry IT Services and IT Consulting

Secondary locations

About

Not provided

Responsibilities

• Remote monitoring of the Services which are running in the client environment.
• Coordinate with client contacts for delivery of SLAs and reporting.
• Ensure 24/7 availability of team members for monitoring, prioritize resolution and escalation within defined SLAs.
• Manage schedules to ensure 24/7 coverage and address peak workloads.
• Lead, mentor, and guide team members to achieve service excellence.
• Training of new members of the team.
• Ensure that team members adhere to IT security policies and practices.
• Monitor and address security-related concerns and access control.
• Offer support and guidance to resolve critical issues, incidents, or escalations, even outside regular working hours.
• Plan, prepare and manage monthly/weekly, team rosters to ensure 24/7 coverage and ensure continuous monitoring support.
• Coordinate team members to schedule shifts, breaks, and assignments, taking into account contracted SLAs, individual availability and preferences.
• Ability to work flexible hours and be on-call as required.
• Create and maintain a knowledge base, including FAQs and troubleshooting guides
• Develop and maintain standard operating procedures (SOPs) and document best practices

Other Requirements

• Good knowledge on information technology setup
• Strong & effective verbal and written communication skills.
• Willingness to work in night shifts and weekends.
• Customer-focused mindset.
• Strong organizational and time-management skills.
• Able to interact with a variety of stakeholders.
• Display high levels of integrity to ensure excellent service.

Good to have

Not provided

About the Company

We specialize in designing and delivering tailor-made digital solutions to enterprises and startups worldwide. Our team of highly experienced developers, designers, and innovators has designed web and mobile application solutions for companies across the world.