Service Desk Team Lead
2 semanas atrás
Key ResponsibilitiesEnsure that staffing levels are maintained throughout operational hours by adjusting shift patterns, holidays, long term sickness etc.Plan, control and monitor the activities of the team to ensure that their performance is optimized and targets and standards are adhered toMonitor performance targets to ensure adherence and review and measure targetsProduce statistics and management reportsRepresent the service desk at meetingsTake responsibility for staff training and business awarenessCommunicate with and form relationships with senior managementPlay an active role in the Service Desk related change management processAssist analysts & the first line team when call volumes peak or when additional expertise is requiredMonitor, moderate, and create process documents and regularly check for adherence to these processes through call and ticket monitoringPlay a proactive role in defining targets and service levels as per the SOW and business requirementsIdentify potential areas for improvement SkillsExperience managing team members and serving as a strong second lineExpertise and analytical skills to provide strategic process improvement inputs - (operational excellence)Ownership on quality performance of deliveryShould be open to work 24/7To own, drive and develop the team members to be effective in their roleNeed to work towards enhancing the customer experience and overall service deliveryMeeting client expectations and process metricsExcellent verbal and written communication skillsQualificationsRequiredMinimum Qualification – Graduate2-5 years of related experienceEnglish - B2/B2+ levelPreferredITIL Service Operations
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Service Desk Team Lead
Há 7 dias
São Paulo, Brasil Tech Mahindra Business Process Services Tempo inteiroService Desk Team Lead Tech Mahindra Business Process Services•São Paulo, SP, BR Descrição da vaga Key Responsibilities Ensure that staffing levels are maintained throughout operational hours by adjusting shift patterns, holidays, long term sickness etc. Plan, control and monitor the activities of the team to ensure that their performance is optimized...
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Service Desk Team Lead
2 semanas atrás
São Paulo, Brasil Tech Mahindra Business Process Services Tempo inteiroKey ResponsibilitiesEnsure that staffing levels are maintained throughout operational hours by adjusting shift patterns, holidays, long term sickness etc.Plan, control and monitor the activities of the team to ensure that their performance is optimized and targets and standards are adhered toMonitor performance targets to ensure adherence and review and...
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Service Desk Team Lead
2 semanas atrás
São Paulo, Brasil Tech Mahindra Business Process Services Tempo inteiroKey Responsibilities Ensure that staffing levels are maintained throughout operational hours by adjusting shift patterns, holidays, long term sickness etc.Plan, control and monitor the activities of the team to ensure that their performance is optimized and targets and standards are adhered toMonitor performance targets to ensure adherence and review and...
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Service Desk Team Lead
2 semanas atrás
São Paulo, Brasil Tech Mahindra Business Process Services Tempo inteiroKey ResponsibilitiesEnsure that staffing levels are maintained throughout operational hours by adjusting shift patterns, holidays, long term sickness etc.Plan, control and monitor the activities of the team to ensure that their performance is optimized and targets and standards are adhered toMonitor performance targets to ensure adherence and review and...
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Service Desk Team Lead
2 semanas atrás
São Paulo, Brasil Tech Mahindra Business Process Services Tempo inteiroKey Responsibilities Ensure that staffing levels are maintained throughout operational hours by adjusting shift patterns, holidays, long term sickness etc. Plan, control and monitor the activities of the team to ensure that their performance is optimized and targets and standards are adhered to Monitor performance targets to ensure adherence and review and...
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Service Desk Team Lead
2 semanas atrás
São Paulo, Brasil Tech Mahindra Business Process Services Tempo inteiroKey Responsibilities Ensure that staffing levels are maintained throughout operational hours by adjusting shift patterns, holidays, long term sickness etc. Plan, control and monitor the activities of the team to ensure that their performance is optimized and targets and standards are adhered to Monitor performance targets to ensure adherence and review and...
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Service Desk Team Lead
2 semanas atrás
São Paulo, Brasil Tech Mahindra Business Process Services Tempo inteiroKey Responsibilities - Ensure that staffing levels are maintained throughout operational hours by adjusting shift patterns, holidays, long term sickness etc. - Plan, control and monitor the activities of the team to ensure that their performance is optimized and targets and standards are adhered to - Monitor performance targets to ensure adherence and...
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Service Desk Team Lead
2 semanas atrás
São Paulo, SP, Brasil Tech Mahindra Business Process Services Tempo inteiroKey Responsibilities Ensure that staffing levels are maintained throughout operational hours by adjusting shift patterns, holidays, long term sickness etc. Plan, control and monitor the activities of the team to ensure that their performance is optimized and targets and standards are adhered to Monitor performance targets to ensure adherence and review and...
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Service Desk Team Lead
2 semanas atrás
São Paulo, Brasil Tech Mahindra Business Process Services Tempo inteiroKey Responsibilities Ensure that staffing levels are maintained throughout operational hours by adjusting shift patterns, holidays, long term sickness etc. Plan, control and monitor the activities of the team to ensure that their performance is optimized and targets and standards are adhered to Monitor performance targets to ensure adherence and review and...
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Service Desk Team Lead
2 semanas atrás
São Paulo, SP, Brasil beBeeLeadership Tempo inteiroJob Description We are seeking a highly skilled and experienced team lead to join our service desk. The ideal candidate will be responsible for ensuring that staffing levels are maintained throughout operational hours by adjusting shift patterns, holidays, long term sickness etc. They will plan, control and monitor the activities of the team to ensure that...
