Service Desk Team Lead
6 months ago
  • Domain IT/Telecom
  • Availability Full-time
  • Experience Senior Level
  • Type of contract Indeterminate term
  • Location Bucharest
  • Salary To be determined

This job is for our client, a leading global information technology, consulting and business process services company. They harness the power of cognitive computing, hyper-automation, robotics, cloud, analytics and emerging technologies to help their clients adapt to the digital world and make them successful. A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, they have a dedicated workforce of overserving clients across six continents.


Find out more about them:


  • Manage a team of Service Desk Analysts providing support across multiple countries.
  • Responsible for Service Levels – ASA, Abandon, FCR etc.
  • Responsible for Floor Discipline as per Floor Policy
  • Required to study the Due Diligence / transition documents and gain understanding of customer business
  • Will be involved in resource / volume ramp-up plan/ backfilling resources planned for rotation and resignation cases
  • Tracking Performance of individual Projects within the delivery
  • Participate / presenting Service Desk performance in client and internal reviews
  • Monitoring queues to ensure SLA adherence
  • Ensuring customer satisfaction is met while ensuring adherence to process compliance. 
  • Publish Daily, Weekly and Monthly reports on team productivity
  • Publishing dashboards to customer
  • Knowledge Management
  • Contribute to KM activities – create / edit SOP’s based on any changes in the Support environment
  • Coordinate with SQA, KM and Customer for KB update sign-off as applicable
  • Initiate and own Service Improvement Plans / Continuous Improvement Plans / Lean / Six Sigma projects
  • Working with SQA team to comply on ISO standards
  • Follow quality / security process defined for the engagement
  • Liaison with other areas of the company affecting the SD team operations, one on One Relationship mgmt.
  • Working with Quality Analyst, SMEs / L2 to understand agent development issues and develop individual + group training plans.
  • Constant watch on SLA / KPI performance of entire team as well as individuals; coach people to improve service levels

  • HR Interview
  • Technical Interview
  • Offering
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