Job Description

: Service Desk Team Leader This opportunity is with Mindtree Ltd. for the position of Team Leader # Service Desk Operations. The role requires to provide leadership, guidance and support to existing L1 L2 line of support engineers. T his is an opportunity in a well stablished service desk for a major manufacturing client of ours. This is a process, people and performance management role. The role demands high level of client interaction over calls emails and chat. The role requir es an experienced candidate from same or similar field. He She must possess good knowledge of Windows, Active Directory, O365, Networking basics etc. Apart from detail process knowledge the candidate is expected to possess working knowledge of ITIL m ethodologies. The person will contribute towards effective governance of the project deliverables (SLAs KPIs Improvements etc.). The ideal candidate must have hands on experience of coaching, mentoring and development of service desk engineers. Ke y Responsibilities # Regular 1-0-1 discussions with the L1 L2 SME for performance, training needs, growth and career development # Publishing team stats to the engineers regularly and ensuring timely feedback is given # Client interaction for process improvement suggestion, weekly meetings, discussions etc. # Scrub data for variance positive or negative in SLA KPI # Coordinate with service desk and other resolver groups to ensure the technical process issues being faced by thee ngineers are resolved # Conduct regular team huddles and share important information with respect to process procedures # Coordinate with the PM to assign duties tasks for short term project activities, ensuring timely completion and capturing specif ic observations # Ensuring knowledge management process is followed and any new solution is kept updated within the knowledgebase. Also participating in reviewing existing KBs for updates changes # Other organizations level responsibilities like part icipating in hiring drives, interviews, training activities, performance appraisals, etc. # Team rewards and recognition, appreciation to keep existing engineers motivated # Tracking SLA KPI backlog etc. to ensure these are green and in control Kn.

Job Requirements: Windows 10, Desktop Automation, Upgraded Desktop

Job Type

Full Time

Location

BANGALORE

Mandatory Skills

• Windows 10