| Hiring -Sr ServiceDesk Technical Lead-Cloud and Infra Engg :: Remote at Remote, Remote, USA |
| Email: [email protected] |
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From: Ashwini Sitar, Propelsys Technologies LLC [email protected] Reply to: [email protected] Dear ! Hope you are doing well Job Title - Sr Technical Lead-Cloud & Infra Engg Location - Remote Duration - FTE/Contract Job Description As Service Desk Team Lead, you will manage the performance of Level 1 and Level 2 services & support to clients (internal and external) and ensure that service levels are achieved. This role has as a primary requirement to manage the IT Service Desk team to deliver the best IT experience and resolve all technical issues to our end-users. Responsible for ensuring the staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position. Eligibility People management, Project management Solid technical background with an ability to give instructions to a non-technical audience Customer-service oriented with a problem-solving attitude Excellent written and verbal communications skills Should have the required expertise and analytical skills to provide strategic process improvement inputs - (operational excellence) Ownership on Quality performance of delivery & SLA attainment Good understanding of ITIL & Lean concepts, ITIL certification will be a plus Should be open to work 24/7 Transition experience & SD implementation exp will be added advantage Operational Requirement Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers. Train, coach and mentor Service Desk Specialists (L1&L2) including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. Schedule employees working times and ensure optimum scheduling to drive required occupancy Provide data and reporting of KPIs and trends to stakeholders and others in ad-hoc, weekly, monthly and as needed. Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed). Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation. Manage process for communicating outage/emergency activities to the organization. PO review and approval/budgeting responsibility. Review survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information Keywords: active directory information technology purchase order South Dakota Hiring -Sr ServiceDesk Technical Lead-Cloud and Infra Engg :: Remote [email protected] |
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| 09:03 PM 10-Mar-25 |