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NTT DATA, Inc.
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Team Lead, Managed Services Client Service Desk

Team Lead, Managed Services Client Service Desk

NTT DATA, Inc.

2 - 5 years

4 - 8 Lacs

Mumbai

Posted:1 month ago| Platform:

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Skills Required

service desk project management team management networking it service desk problem management change management technical support service desk management itsm team leading incident management desktop support it helpdesk troubleshooting itil

Work Mode

Work from Office

Job Type

Full Time

Job Description

Your day at NTT DATA The Team Lead, Managed Services Client Service Desk is an entry level subject matter expert, responsible for taking accountability for the operational management of a team of service desk employees (agents and or administrators). This role ensures client satisfaction by managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving. Key responsibilities: Responsible for managing a team of junior service desk agents and or administrators. Ensures resource allocation, attendance, effective achievement of KPIs and planning activities. Contributes to the process of managing tickets or calls logged at the service desk. Ensures all incidents which are logged, are accurately registered and categorized. Ensures the allocation of an appropriate ticket prioritization code upon receipt of the ticket/call and during the logging process. Ensures ticket diagnosis is conducted to discover the full symptoms, determine what has gone wrong and how to correct it. Be expected to take ownership and resolve or further escalate escalated incidents. Checks incidents are fully resolved, and users and/or clients are satisfied and agree to close the related incident. Ensures relevant actions have been logged to enable tracking. Monitors the performance of the team and identifies any training/ coaching intervention required. Leads the discussion of the daily huddles and ensures performance-enhancement solutions are identified and implemented. Supports with identifying any gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement. Supports with monitoring backlog and uses escalation channels to get the right team involved in resolving tickets in a timely manner. To thrive in this role, you need to have: Some understanding of the vast range of IT operations and company service offerings Displays good levels of client engagement and service orientation. Demonstrates operational team management skills and ability to effectively manage the resources that report to them. Good collaboration skills and ability to interact professionally. Some understanding of project management principles Academic qualifications and certifications: Bachelor's degree or equivalent in information technology or related field. Relevant technical certifications preferred. ITIL v4 specialist certification and knowledge is required. Required experience: Demonstrated relevant work experience gained in call center managed services/services delivery environment within a medium to large information technology environment. Entry level team management/leadership experience. Demonstrable experience leading a team of service desk agents preferably within a global technology organization. Workplace type : On-site Working

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NTT DATA, Inc.

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Team Lead, Managed Services Client Service Desk