23 ene
Blue Yonder
Monterrey
.Blue Yonder Title:Team Lead - ITGOther comparable titles:ServiceDesk lead, Support lead.OverviewThe service desk lead is responsible for ensuring that the service desk team delivers flawless customer service by resolving issues or by request fulfilment adhering to service level agreements and overseeing the day-to-day operations of their team, which often includes managing individual team members and resolving customer issues or complaints.Scope- Core responsibilities include managing ServiceDesk Operations, Service delivery & support.- Major Incident management- ITIL Processes such as Incident, Service Request, Change,
Problem and Quality management.- SLA Management- Vendor ManagementWhat you'll do- Understand and keep track of key team KPI's.
Manage dips in performance with adequate reinforcement plans proactively.- Monitor, coordinate, and supervise the daily activities of the staff in the operations team.- Manage staffing, Attrition, Recruitment and Hiring- Understanding of processes run by team and ability to bring in improvements and efficiencies within the team.- Able to conceive and implement productivity improvements within operations.- Manage escalations across the IT service desk.- Excellent knowledge on Change, Incident, Problem processes and other ITIL process- Should have people management experience of 2 to 3 years for the team size of 5 at least.- To provide day-to-day super vision for service desk team which provides point of contact to all internal and external IT users.- Should be a customer focused with emphasis on ownership of incidents and requests within the service desk team.- Working throughout the full lifecycle as well from attending support review meetings, staff scheduling, weekly reviews, management of the staff including evaluation,
promotions and disciplinary through to the overall planning, directing, and reporting of the department as whole.- Should have good technical background/hands on (O365, Laptop/Desktop support/Application installation, Network, Information Security etc.,) though as will be acting as the lead Major incident manager and will also be escalation point to the primary out of hours managed on rotational basis.- Should have experience managing the client relationship and managing deliverable under high pressure and within deadlines.- Responsibility for delivery of services in terms of meeting the defined SLAs, Vendor Management and 24X7 Operations.- Knowledge of Project Management is an advantage.What we are looking for- 6.5 years to 9 years of total experience.- Excellent knowledge of Change, Incident,
Problem Management processes and other ITIL processes.- Should have people management experience of 2 to 3 years for the team size of 5 at least.- Should have good technical background/hands on (O365, Laptop/Desktop support/Application installation, Network, Information Security etc
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