Looking out for Service Desk Team Leader who can manage and handle the SD Team along with the Customer Escalation along with Good Experience in Troubleshooting and helping the team wherever required. Any Graduate + ITIL certified. Good in communication, Positive energy, Positive attitude and Self learner. Passport (Mandate) Advantage - US business visa (B1)
Supervise and review Service Desk activities
Review and ensure compliance to standards like PCI, ISO, ISMS, BCMS by facilitating audits by internal and external teams
Place hiring request and conducting interviews
Work with HR and support groups to improve employee retention and satisfaction
In-person feedback to reporting agents on daily basis regarding ticket hygiene and operational/procedural hygiene
Root cause analysis, tracking and reporting of escalation and SLA misses
Attend change meetings and analyze potential impact to Service Desk operations
Performance appraisal and normalization
Participate in calibration and collaboration meetings with support function leads
Conduct new hire technical and account specific training based on the requirements
Create, maintain and update account training plan
Provide hands-on assistance to team members in case of issues, both through direct intervention and mentoring
Prepare Score Cards and discuss and share feedback around improvement areas
Identify top performers and nominate for Rewards and Recognition and appreciation
Monitor ticket ageing reports and drive team members to work on ageing tickets
FCR analysis - find out controllable resolution errors that could have been resolved at L1
Good in communication
Positive energy
Positive attitude
Self-learner
Years of experience needed
5+ Years of experience in ServiceDesk Team Management and Leading the Team
Technical Skills
Analytical skills
Effective Business Communication
Coaching skills
Operations Management
SLA Management
MS Office
Operational knowledge of contact center platform and ITSM tool
Mphasis applies next-generation technology to help enterprises transform businesses globally. Customer centricity is foundational to Mphasis and is reflected in the Mphasis Front2Back Transformation approach. Front2Back uses the exponential power of cloud and cognitive to provide hyper-personalized (C=X2C2TM=1) digital experience to clients and their end customers. Mphasis Service Transformation approach helps shrink the core through the application of digital technologies across legacy environments within an enterprise, enabling businesses to stay ahead in a changing world. Mphasis core reference architectures and tools, speed and innovation with domain expertise and specialization are key to building strong relationships with marquee clients.
Equal Opportunity Employer
Mphasis is an equal opportunity/affirmative action employer. We provide equal employment opportunities to applicants and existing associates and evaluate qualified candidates without regard to race, gender, national origin, ancestry, age, color, religious creed, marital status, genetic information, sexual orientation, gender identity, gender expression, sex (including pregnancy, breast feeding and related medical conditions), mental or physical disability, medical conditions military and veteran status or any other status or condition protected by applicable federal, state, or local laws, governmental regulations and executive orders. View the EEO in the law poster , view the EEO in the law supplement . To view the pay transparency nondiscrimination provision please click and to view the E-Verify posting click .
Mphasis is committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of disability to search and apply for a career opportunity, please send an email to [Confidential Information] and let us know your contact information and the nature of your request.
