Team Lead

Blue Yonder Title:
Team Lead - ITG

Other comparable titles:
ServiceDesk lead, Support lead.

Overview

The 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 Management

What 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.,) though as will be acting as the lead Major incident manager and will also be escalation point out of hours managed on rotational basis.
- The role of a Service Desk Lead is one that requires leadership skills and an ability to manage multiple tasks at once.
- Ready to work in 24/7 rotational shift model and should have experience of global teams spread in different countries.
- 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.

Our Values

If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success - and the success of our customers. Does your heart beat like ours? Find out here:
Core Values
- Diversity, Inclusion, Value & Equality (DIVE)

is our strategy for fostering an inclusive environment we can be proud of. Check out Blue Yonder's inaugural

Diversity Report

which outlines our commitment to change, and our

video

celebrating the differences in all of us in the words of some of our associates from around the world.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.