Team Lead - L2

Summary of the position

This role is responsible for managing the entire operation of level 2 service desk process. The role is crucial to ensuring the service deliverables are met with high quality standard.

The role requires good understanding of customer management, stakeholder management, Team management and leading offshore services.

The role will report to Service desk manager and part of leadership team with-in managed services.

The utilization of mentioned role further bifurcated into, (not limited to)

• 40% people management responsibilities (includes 121, PDR, team meetings, local and senior management reportings or meetings, etc)
• 20% in Process improvement, knowledge management and service challenges & mitigation.
• 20% managing service deliverable and maintain service health.
• 10% customer/ service escalation and process management.
• 10% project or Non-BAU activities management.

Key accountabilities

• Provide leadership of the Service Desk team in the absence of senior members.
• Dealing with people and task management for helpdesk resources on regular basis.
• Communicating with senior staff members at PMC and senior members of our customers’ IT teams.
• Liaising with the Service Desk Manager, Application Support Manager, Team Leader(s) and other Deputy Team Leader(s) to align the day-day activities of the Application Support Team to ensure a good level of service is delivered into the customers
• Cover any other management duties in the absence of the Team Leader(s) locally or as requested.
• Helping leadership team in managing roster, leaves and resource plan for reporting team members.
• Provide clear feedback to the rest of the leadership team on topics including workloads, escalations, SLA breaches, major incidents etc.
• Help the Application support leadership team to drive the standard operating procedures and support best practices
• Help manage shift rotas for the team to ensure appropriate levels of cover are available always including weekends and bank holidays
• Handling day to day issues that arise on site
• Manage BAU and ensure the effective utilization of all team members
• Support knowledge sharing across the co-located support team
• Highlight and champion new incident resolution approaches
• Contribute to the ongoing development of the support Knowledge Base
• Assisting with the management of the Knowledge Base.
• Planning and managing training programmes for new team members.
• Monitor workloads, both within and outside of IMS, for the team.
• Always Maintain professionalism with external customers and internal colleagues.
• Recommend changes to resolve recurring issues.
• Review assignment of incidents by Incident Analysts - highlights improvements that can be made in how calls are assigned.
• Undertake technical resolution of incoming issues, within expected technical capability
• Use technical understanding to question and clarify incidents raised by clients, before agreeing where to assign the incident (incident triage).
• Ensure all tickets logged are clearly written so that any team member can understand the issue.
• Understand and execute against agreed processes for implementing fixes/changes.
• Understand the impact of incidents on the client, and respond appropriately.
• Understands the impact of non-delivery on the reputation of PMC with the client
• Provide regular client and internal communication on assigned activity and incidents - ensuring that interested parties are clear on current status, highlighting any issues that might impact delivery in the defined timescales to Team Leader/Support Manager.
• Escalate to Service Desk Manager(s) when there are resource conflicts, or when SLAs are at risk of not being met.

Requirements

Skills and Experience | Essential

• Minimum 4-6 years’ experience in a support services.
• 2 + years previous experience in leadership role or deputy roles.
• Experience in providing remote technical support for medium to large technical environments is preferred.
• Ability to manage day-to-day activities of helpdesk and helpdesk advisors
• Must have expertise on handling escalated customer issues
• Must have expertise on using tools to measure helpdesk advisor’s work performance and workload management
• Knowledge of ITIL framework, ITIL Foundation certified (preferred, not mandatory)
• Experience with process adherence and suggesting improvements to processes.
• Excellent verbal and written professional communication skills (including strong conceptual writing skills) are required to work effectively with team and clients
• Strong multi-national, multi-cultural experience and orientation to ensure services/projects are deployed to plan
• Proven problem solving, conceptual thinking, and analytical abilities
• Strong leadership and decision-making skills
• Should be ready to work in rotational shifts (24*7).

Skills and Experience | Desirable

• Good aptitude, positive attitude, strong reasoning, and communication skills. Must be a good team player.
• ITIL Foundation or V4 certification
• Good analytical skills and research-oriented
• Exposure to a global working environment
• Abilities like problem-solving, analytical, time management & decision making, self-motivated