Service Desk Team Lead

JOB DESCRIPTION FOR TeaM LEAD

Title : Team Lead – Service Desk

Open Positions :

Work Location :  Reliance Foundation Hospital

Work Timings : General Shift

Responsibilities :

• Lead and manage the service desk team (CC and L1 / L2 Engineers), providing guidance, support, and mentorship
• Ensure high-quality service delivery by monitoring ticketing tools and ensuring tickets are assigned, prioritized, and resolved within defined SLA's
• Collaborate closely with engineering teams to identify root causes of issues and implement effective solutions
• Develop and implement best practices for incident management, problem management, change management, and knowledge management
• Analyse service desk metrics to identify areas for improvement and track team performance
• Act as an escalation point for complex issues or dissatisfied customers, ensuring timely resolution
• Coordinate with other teams across the organization to ensure seamless communication and collaboration
• Create training programs to enhance the technical skills of the service desk team members
• Stay up-to-date with industry trends and advancements in service desk technologies
• Coordination with Client and Geekay HO
• Rostering of the Team and maintaining attendance records
• Addressing the grievances of team members
• Preparing, Presenting and maintaining daily, weekly & monthly MIS reports to Client and Geekay HO.

Candidate Profile : Experience :

Qualification :

Requirements :

Skills Required

It Service Desk, Sla