Country: India
Position Location: Bengaluru
Contract Type: Permanent
Work Pattern: Full Time
Sector: Corporate services
Discipline: Information technology
Job Ref: 1769
Recruiter Contact: Supriya Yadavalli
Working closely with IT Operations Centre Management the Service Desk Team lead will oversee the day-to-day operation of the 1st line IT Support Service. The Service Desk Team Lead will play a pivotal role in ensuring that our Service Desk employees are fully focused on maintaining high levels of customer service while adhering to Mott MacDonald's policies and procedures.
Key Duties And Responsibilities Include
- Manage and monitor operational activities covering OLAs, SLTs in line with our KPI's.
- Maintain our high levels of customer service experience whilst liaising with other delivery teams
- Effectively manage communications for major and high impact incidents and escalate as required.
- Develop the skills and knowledge of the Service Desk Analyst, through quarterly connected conversations and monthly 1:1 meetings.
- Lead the MI management process and ensure early resolution and closure working in coordination with various teams and leads.
- Manage service desk resource to ensure correct staffing levels per shift to deliver effective support.
- Manage reporting and communication requirements from the Service Desk, including quality audits, induction training and PIP's.
- Manage disaster recovery operations in various locations with support from the WPS teams
- Maintain, contribute and develop the content in the service desk SharePoint site to evolve and deliver improved services to the customer and the business.
- Manage support staff per shift to deliver effective support, managing & monitoring shift roster, assign short term work schedules for timely completion
Candidate Specification
Essential
- Knowledge of People Management
- Knowledge of ITIL Service Management best practices
- High level knowledge of endpoint hardware, networking and hosting concepts.
- Experience in providing support on Windows 10, O365 services, Teams and remote support.
- Exceptional written and verbal communication skills.
- Demonstrated problem solving skills
- Previous experience working in a corporate IT team
- Experience in working in a fast-paced organisation
- Experience in people management
Desirable
- Experience in a team lead role, ideally on a service desk, preferably across multiple locations
- Graduate or equivalent qualification in an IT related discipline.
- ITIL V3 or V4 Foundation level certificate
- Experience of working for a global organisation
Personal Attributes
- Exceptional customer service skills.
- Passionate about technology and learning
- Ability to motivate and support employees across multiple locations
- Ability to effectively prioritise and execute tasks.
- Flexibility of working to varied shifting priorities, demands and timelines.
We Can Offer (subject To Company's Policy)
- Agile and safe working environment
- Competitive annual leave and sick leaves
- Group incentive scheme
- Group term life insurance, Workmen's compensation and Group medical insurance coverage
- Short and Long-term Global employment opportunities
- Global collaboration and knowledge sharing
- Digital Innovation and Transformation
Equality, diversity and inclusion
We put equality, diversity and inclusion at the heart of our business, seeking to promote fair employment procedures and practices to ensure equal opportunities for all. We encourage individual expression in our workplace and are committed to creating an inclusive environment where everyone feels they have the opportunity to contribute.
Agile working
At Mott MacDonald, we believe it makes business sense for you and your manager to choose how you can work most effectively to meet your client, team and personal commitments. We embrace agility, flexibility and trust.
