Description :

Title - IT Services Desk  Team Lead

Exp = 3 - 8 years

Location - Delhi

Responsibilities:

Leadership and Team Management:

• Lead, motivate, and coach a team of service desk technicians.
• Set clear performance expectations and provide regular feedback to team members.
• Conduct performance evaluations and identify opportunities for training and development.
• Foster a positive and collaborative work environment.

Technical Support:

• Oversee the handling of incoming support requests and ensure timely resolution.
• Assist team members in troubleshooting technical issues and providing solutions.
• Escalate complex issues to appropriate IT teams and follow up on resolution.
• Maintain a comprehensive knowledge base and documentation of common issues and solutions.

Service Desk Operations:

• Develop and implement service desk procedures, workflows, and best practices.
• Monitor service desk performance metrics, such as ticket resolution time and customer satisfaction.
• Identify areas for service improvement and implement initiatives to enhance service delivery.
• Ensure compliance with IT policies, procedures, and security standards.

Customer Relationship Management:

• Serve as a point of escalation for customer inquiries and complaints.
• Build and maintain positive relationships with internal stakeholders and end-users.
• Gather feedback from customers to identify areas for service enhancement.