Information Technology Service Desk Team Lead - vadodara, India - Asian Hires

Description

Location - Vadodara, Gujrat

Maximum Budget that the company can offer -CTC - 12 LPA/ Per Month On hand = Relocation Allowance up to 50,000 + (Hotel stay for 8 days+ travel reimbursement + per diem allowances)

POSITION SUMMARY

The IT Service Desk Team Lead is responsible for managing the IT service desk operations, ensuring

efficient ticket management, and providing exceptional leadership to the service desk team. The IT

Service Desk Team Lead will collaborate closely with cross-functional IT teams and stakeholders,

fostering open communication and coordination to ensure a cohesive approach to issue resolution

and project execution.

JOB RESPONSIBILITIES

• Strategically manage the IT service desk operations, ensuring efficient ticket management,

including allocation, prioritization, escalation, and timely resolution in adherence to establishedservice level agreements (SLAs) and key performance indicators (KPIs).

• Provide exemplary leadership to the service desk team, fostering a customer-centric culture, and

promoting continuous improvement. Supervise, mentor, and evaluate the performance of

service desk technicians, offering constructive feedback and guidance for professional

development.

• Champion the effective utilization of the Jira Service Desk tool within the service desk

operations, configuring and optimizing its features to streamline ticket handling processes,

enhance documentation, and facilitate seamless tracking and reporting.

• Collaborate closely with cross-functional IT teams and stakeholders, fostering open

communication and coordination to ensure a cohesive approach to issue resolution and project

execution.

• Analyze service desk performance metrics, identify areas for improvement, and implement data-

driven strategies to enhance operational efficiency, customer satisfaction, and overall service

delivery.

• Develop and maintain comprehensive documentation, including service desk policies,

procedures, and best practices, ensuring standardized and consistent service delivery across the

team.

• Serve as the primary escalation point and subject matter expert for complex technical issues,

providing guidance and support to the service desk team and liaising with other IT specialists as

needed.

• Continuously assess and recommend appropriate hardware, software, and technology solutions

to improve the service desk's capabilities and efficiency.

• Foster a culture of continuous learning by identifying training needs and facilitating knowledge

transfer within the service desk team, ensuring they remain up-to-date with the latest

technologies, processes, and best practices.

• Assist with managing the service desk budget, allocating resources effectively and ensuring

cost-effective operations while maintaining high service quality.

• Ensure compliance with IT security policies and procedures to maintain a secure IT environment.

• Conduct regular team meetings, provide updates, and facilitate open communication within the

service desk team to promote transparency and align everyone with goals and objectives.

• Collaborate with other departments, such as HR and Finance, to ensure smooth onboarding and

offboarding processes for employees.

• Stay up-to-date with industry trends, emerging technologies, and best practices in IT service

management to bring fresh perspectives and innovative ideas to the role.

• Participate in the development and implementation of disaster recovery and business continuity

plans for the service desk.

• Develop and maintain a knowledge base or self-service portal to enable end-users to resolve

common issues independently, reducing the workload on the service desk team.

• Manage and maintain the IT asset inventory, ensuring accurate records of hardware and

software assets, and collaborate with the procurement team to optimize IT asset management

processes.

• Develop and maintain service level agreements (SLAs) with internal and external stakeholders,

ensuring that the service desk team consistently meets or exceeds the agreed-upon service

levels.

• Implement and maintain a robust incident management process, including incident

classification, prioritization, and escalation procedures, to ensure timely resolution of issues and

minimize downtime.

• Conduct regular service desk audits and assessments to identify areas for improvement,

optimize processes, and ensure compliance with industry best practices and regulatory

requirements.

• Develop and maintain effective communication channels with end-users, keeping them

informed about service disruptions, planned maintenance, and other relevant updates.

• Foster a culture of continuous improvement within the service desk team, encouraging team

members to identify and implement process enhancements and innovative solutions to improve

service delivery.

• Develop and maintain effective working relationships with third-party vendors and service

providers, ensuring seamless integration of their services with the organization's IT ecosystem.

• Ensure the service desk team adheres to data privacy and security regulations, such as HIPAA,

and protect personally identifiable information (PII).

• Collaborate with the HR department to develop and implement effective onboarding and

training programs for new service desk team members, ensuring they are well-equipped to

handle their responsibilities.

• Be an effective change agent, capable of managing and communicating changes to processes,

technologies, or policies to the service desk team and other stakeholders.

• Monitor and report on the service desk team's performance to senior management, providing

insights and recommendations for improvement.

• Maintain a high level of customer satisfaction by regularly gathering and analyzing customer

feedback to identify areas for improvement and implement necessary changes.

• Manage and optimize the service desk's knowledge management processes, ensuring that the

knowledge base is up-to-date, accurate, and easily accessible to team members.

• Foster a culture of innovation and encourage team members to propose and implement creative

solutions to improve service delivery and customer experience.

• Establish and maintain strong communication channels and processes to ensure seamless

collaboration with the US-based Director of End User Services and the US support team, despite

time zone differences.

KNOWLEDGE, SKILLS AND ABILITIES

Skills:

• Proven experience of at least 7+ years in a leadership role within an IT service desk environment,

with a strong track record of successfully managing and motivating teams.

• 2+ Years of experience in leading team

• Advanced to expert level hands-on experience in using and configuring the Jira Service Desk

tool, with a deep understanding of its capabilities and best practices for optimizing its utilization

in a service desk setting.

• Exceptional analytical and problem-solving skills, with the ability to break down complex issues,

identify root causes, and implement effective solutions.

• Proficient in creating and interpreting technical documentation, reports, and metrics to drive

data-driven decisions and process improvements.

• Strong customer service orientation, with excellent interpersonal, communication, and conflict

resolution skills to establish credibility and build positive relationships with internal and external

stakeholders.

• Proven ability to lead, inspire, and develop high-performing teams, fostering a collaborative and

supportive work environment.

• Knowledge of IT service management (ITSM) frameworks, such as ITIL, and a deep

understanding of industry best practices for service desk operations.

• Familiarity with a wide range of software applications, operating systems, and hardware

platforms to provide comprehensive technical support.

• Ability to thrive in a fast-paced, dynamic environment, multitask effectively, and adapt to

changing priorities and evolving technologies.

• Excellent organizational and time management skills, with the ability to prioritize tasks, meet

deadlines, and work under pressure.

• Strong verbal and written communication skills for interacting with various stakeholders and

creating documentation.

• Proactive problem-solving abilities and the skill to anticipate potential issues before they

escalate.

• Ability to work independently and make sound decisions under pressure while managing critical

situations.

• Experience with remote support tools and technologies to manage and support a distributed

workforce.

• Strong problem-solving and analytical skills to identify trends, analyze root causes, and

implement solutions to prevent recurring issues.

Preferred:

• Bachelor's degree in computer science, Information Technology, or a related field.

• Industry certifications ITIL are highly desirable.

• Experience in implementing and maintaining knowledge base systems and self-service portals.

• Proficiency in scripting languages (e.g., PowerShell, Python) and automation tools for

streamlining service desk processes.

• Understanding of project management methodologies and experience leading IT-related

projects or initiatives.

• Experience in managing remote or distributed teams.

• Experience with Scrum methodology to improve the efficiency and effectiveness of the service

desk team.