Service Desk Lead (Voice)

Manages all performance of the SD Technicians in a 24 / 7 x 365 call center and carries out the

strategy of the Helpdesk to assure performance as required and defined by the Service Desk

Manager. Ensures adherence by all SD Technician Staff members to Helpdesk policies and

procedures. Supervises and ensures development of Helpdesk representatives; resolves conflicts;

ensures work product consistently meets established standards; and takes required

corrective / developmental action to remedy deficiencies. The Service Desk Team Lead manages the

day to day defined performance requirements at the Service Desk Technician Level, as well as

meeting prescribed Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).

Performs 24x7x365 floor management to ensure smooth operation of the service desk, acting as a

Subject Matter Expert and escalation contact to the Service Desk Technicians.

Essential Duties and Responsibilities :

• Provide floor support and ensure floor discipline.
• To smoothly manage the daily operations by ensuring availability of Associates on phones as

per planned schedules.

skills & knowledge levels of both self as well as the team members.

recommend process improvements.

proper training, assigning, coaching, counseling, and disciplining employees; administering

scheduling systems; communicating job expectations; planning, monitoring, appraising, and

reviewing job contributions; planning and reviewing compensation actions; enforcing policies

and procedures.

description of resolution, as well as accurate escalation flow. Follow up with technicians on as

need basis.

indicating systemic and / or critical incidents and escalate as appropriate.

and aligning the team members accordingly by sharing the relevant information.

productivity related to customer outcomes.

and anticipated outcomes.

to be able to provide regular, timely and objective feedback to the team members.

to them in their absence.

managing core deliverables.