Team Lead: ms service deskNTT

Team Lead: MS Service Desk
Looking for the next step in your career? Enjoy a challenge? Do you have an ambition for innovation? Want to make a difference?
If you join our growing global team, you'll be working for an industry leader with offices across five continents, in over 47 countries and more than 28 000 employees. You will work with some of the leading world brands across the Fortune 100 and Fortune 500 companies - who are all relying on Dimension Data to help them use the power of technology to achieve their ambition in this digital era.You'll be part of a team who's passionate about making a difference to the way technology shapes how we live and work - whether it's protecting the rhino, connecting the G20 Summit, or revolutionising cycling, giving you the opportunity to do great things.
You'll be joining a Global Top Employer, recognised for investing in talent because people are at the heart of our success. You provide the skills, passion and ideas, and we'll provide the platform to realise your ambitions.Great talent. Great teams. Great work. Great opportunities.
Want to be part of our team?
Oversees the activities of a call center that provides outsourced operational/business processes support for contracted companies.
Ensures quality service and operational performance within the parameters of the customer's program and delivery standards.
Analyzes operational processes, establishes escalation procedures, and oversees training needs assessments to identify opportunities for service delivery improvements.
Responsible for employee staffing and ensuring program training, including product knowledge, proper language and accent training, and support of overall customer requirements.
Duties may also include contract negotiations, customer account relationship management, and financial results (call center profit and loss responsibility).
Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
What you'll be doing
The MS Service Desk Team Lead takes responsibility for the operational management of a team of service desk employees who is the first point of contact for clients and vendors, accountable for taking calls, chat requests, or tickets and handling resulting incidents or service requests, applying standard operating procedures.
They ensure client satisfaction by successfully managing and completing incidents and requests. This role takes guidance from the Senior MS Service Desk Manager and/or MS Service Desk Manager and other stakeholder functions in fulfilling their obligations.
Key Roles and Responsibilities:
Responsible for managing a team of service desk agents and team lead(s)
Contribute to the process of managing tickets or calls logged at the service desk
Ensure all incidents which are logged, are accurately categorized
Ensure the allocation of an appropriate ticket prioritization code upon receipt of the ticket/call and during the logging process
Ensure ticket diagnosis is conducted to discover the full symptoms, determine what has gone wrong and how to correct it
Ensure reported faults are investigated and diagnosed
Be expected to take ownership and resolve or further escalate escalated incidents
Check incidents are fully resolved and users and/or clients are satisfied and agree to close the related incident
Ensure relevant actions have been logged to enable tracking
Train Service Desk Agents and cultivate the service excellence mindset in the Service Desk team
Monitor the performance of Service Desk Agents and identify any training/ coaching intervention required
Mentor and coach Service Desk Agents to improve their performance, as part of the continual service improvement process
Lead the discussion of the daily huddles and ensure performance-enhancement solutions are identified and implemented
Identify gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement
Monitor backlog and use escalation channels to get the right team involved in resolving tickets in a timely manner
Knowledge, Skills, and Attributes:
A good understanding of the vast range of IT operations and NTT service offerings
Display excellent levels of client engagement
Service orientated in nature
Demonstrate operational team management and leadership skills and be able to effectively manage the resources that report to them
Excellent collaboration skills and ability to interact professionally
Broad understanding of project management principles
Academic Qualifications and Certifications:
Relevant regional technical or equivalent qualification
Relevant technical certifications preferred
Required Experience:
Demonstrable relevant work experience gained in call center managed services/services delivery environment within a medium to large ICT organization. Track record of team management/leadership experience
Demonstrable experience leading a team of service desk agents
What would make you a good fit for this role?
Standard career level descriptor for job level:
Work is pre-determined, with moderate level of control and review
Directs subordinates to complete work within established guidelines, policies and procedures
Monitors daily operations of a unit or a sub-unit; checks work frequently
Supervises semi-skilled employees or admin-type employees
May also perform own work
Requires full knowledge of own functional area
Works on issues of limited scope
Problems are usually easily solved
Mistakes will cause schedule delay
Interacts with subordinates or functional peers; usually around factual information
Typically S-band employees report into Team Lead level
Operations Management
Own and manage service delivery at specific site.
Monitor Queues in ticketing tool for timely addressal of open incidents and service requests.
Work assignment to engineers based on criticality/escalations/requirements and skills.
Handling technical escalations raised by L2 engineers.
Attend to walking-in users and guide them accordingly.
Attend Reviews and join calls for any site level issues or P1/P2/P3 tickets.
Coordination with internal IT teams for end user issue closure.
Facilitates Audits.
Shift Rosters, Handovers, Shift adherence and leave management.
Negative VOC tracking and closure to enhance customer experience.
SLA Monitoring.
Technical and Process Trainings to L2 engineers/New Hires.
High Ageing Tickets and work orders report outs...
Vendor coordination.
Project execution and monitoring.
Conduct customer reviews for site level performance.
Team Management
Expected to manage a team size of 10-15 people.
Keep tab on availability and quality of resources. Early Warning Signs, Attrition & timely Replacements.
Regularly evaluate training needs and get them organized. Regular connects with team to keep them motivated.
Team Productivity Report Outs.
Team Huddles.
Qualifications, Experience and Certifications we seek in you!
Must be a graduate of any 4 year IT/Engineering related course with at least 3-5 Years of relevant and proven experience in managing large end user setups in ITES/BPO Industry.
Strong domain knowledge and technical orientation.
Customer-service and problem-solving attitude.
Excellent written, verbal communications skills.
Should be able to deliver on tight timelines.
Join our growing global team and accelerate your career with us. Apply today.
Equal opportunity employer
We are proud to be an equal opportunity employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.
NTT

Manila City, Metro Manila
Permanent
Full-time