The posting
Summary of the position The helpdesk team lead is responsible for managing the entire operation of the Helpdesk. The role is crucial to ensuring the service deliverables are met with high quality in terms of KPIs as per the customer SOW i.e. average speed of answer, First line fix rates, lost call rates, etc. This role will be aligned to PMC Managed service vertical and will responsible for managing the Helpdesk team of people responsible to work as the first point of contact for our customers and end users. Key responsibilities for this role are managing people who are direct reports, training, and coaching for helpdesk team members, escalation management, responsible for CSIP activities, etc. The candidate should lead by setting a right example within the team and create positive work environment. Should work together effectively and professionally for the greater good of all. The candidate should be willing to work in 24*7 environment, with different shift patterns as per the business needs. The utilization of mentioned role further bifurcated into, (not limited to) 1. 40% people management responsibilities (includes 121, PDR, team meetings, local and senior management reportings or meetings, etc) 2. 20% in Process improvement, knowledge management and service challenges & mitigation. 3. 20% managing service deliverable and maintain service health. 4. 10% customer/ service escalation and process management. 5. 10% project or Non-BAU activities management.
Key accountabilities • Managing a team of customer service advisor in a 24*7 environment which involves rostering, scheduling and contingency planning based on workflow • Collaborate and engage with service desk team daily, initiate team meetings, and daily huddles as required. • Hold regular workload management meetings with Helpdesk leadership team to ensure tickets and calls are being distributed appropriately and that the is meeting its objectives. • Assist customer service advisor in providing first line support based on workloads, or where additional experience is required. • Day-to-day team leads task including work allocation, resolving conflicts, 121’s and team meetings. • Responsible for managing continual improvement actions for the help desk including shift left activities, knowledge building and process management. • Ability to deal courteously and communicate effectively with clients and team members, supplying general information and direction in a clear, concise manner • Ability to involve internal and external resources to lead the client through measurable and attainable goals • Support new employees to ensure that they are getting fast training via mentoring • Provide clear feedback to the rest of the leadership team on topics including workloads, escalations, SLA breaches, major incidents etc. • Experience or knowledge of the use of IT in financial institutions and the positive impact of technology in business • Understand and execute against agreed processes for implementing fixes/changes • Understand the impact of incidents on the client and respond appropriately • Understands the impact of non-delivery on the reputation of PMC with the client • Committed to ensuring process adherence and suggesting improvements to processes • Ability and willingness to learn new technology in depth quickly • Proactively identify process improvements and support continuous improvement • Inclination to have a rapport within team and create an amiable environment for the team members • Proclivity to address issues, challenges or concerns to management or higher technical teams without hesitation to run a seamless service desk
Skills and Experience | Essential • Minimum 2-4 years’ experience in a helpdesk or support services. • Prior experience as a Team leader or in other roles managing IT desk teams. • Experience in providing remote technical support for medium to large technical environments is preferred. • Ability to manage day-to-day activities of helpdesk and helpdesk advisors • Must have expertise on handling escalated customer issues • Must have expertise on using tools to measure helpdesk advisor’s work performance and workload management • Knowledge of ITIL framework, ITIL Foundation certified (preferred, not mandatory) • Experience with process adherence and suggesting improvements to processes. • Excellent verbal and written professional communication skills (including strong conceptual writing skills) are required to work effectively with team and clients • Strong multi-national, multi-cultural experience and orientation to ensure services/projects are deployed to plan • Proven problem solving, conceptual thinking, and analytical abilities • Strong leadership and decision-making skills • Should be ready to work in rotational shifts (24*7).
