Country: India
Position Location: Bengaluru
Contract Type: Permanent
Work Pattern: Full Time
Sector: Corporate services
Discipline: Information technology
Job Ref: 2670
Recruiter Contact: Supriya Yadavalli
The Desktop Services Team Lead will play a pivotal role in ensuring that our Desktop Services employees are fully focused on maintaining high level customer service while adhering to Mott MacDonald's policies and procedures.
Working closely with IT Operations Centre Management, the Desktop Services Team lead will oversee the day-to-day operation of the 2nd line IT Support Service.
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 high impact incidents and escalate as required.
- Develop the skills and knowledge of the Desktop Services Analyst, through quarterly connected conversations and monthly 1:1 meetings.
- Support the MI managements process and disaster recovery operations to ensure early resolution and closure by working in coordination with various teams and leads.
- Manage quality audits, coordinate induction training, performance improvement plans
- Maintain, contribute and develop the content in the service desk SharePoint site to evolve and deliver improved services to the customer and the business.
- Ensure compliance to incident, request management process, timely resolution, closure, working in coordination with various teams and leads.
- Manage support staff per shift to deliver effective support, managing & monitoring shift roster, assign short term work schedules for timely completion.
Essential
Candidate Specification:
- Knowledge of basic software, networking, and hosting concepts.
- Working knowledge of active directory, O365, MS Outlook, MS Exchange and Teams
- Demonstrated problem solving skills.
- Knowledge of people management
- Knowledge of ITIL Service Management best practices
- High level knowledge of endpoint hardware, networking and hosting concepts
- Exceptional written and verbal communication skills.
- Previous experience working in a corporate IT team
- Experience in working in a fast-paced organisation
Desirable
- Experience in a team lead role, ideally in service delivery / operations / end point computing support
- Graduate or equivalent qualification ideally in an IT related discipline.
- Experience of working for a global organisation
- ITIL V3/V4 foundation certification
Personal Attributes
- Passionate about technology and learning.
- Ability to balance demands and priorities and think clearly under pressure.
- Attention to detail and a focus on quality.
- Excellent conflict resolution, communication, and collaboration skills.
- Logical and analytical approach to solving problems.
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.
