IT Service Desk Team Leader

Job Description

• Provides real-time assistance for Level I and Level 2 Service desk Team Members
• Monitor call lengths to identify those that have exceeded the L1 process time threshold and offer real-time assistance.
• Review and expedite resolution for aging tickets ensuring SLA adherence.
• Ensure agents are working on all tickets assigned and meeting their SLA
• Identify and implement improvements to the Service Desk to improve overall customer experience
• Ensure that team goals and KPIs are achieved and team members are performing against targets
• Collaborate with Support team and action output related to :
• Ticket analysis, Quality reviews, Team member Schedule Adherence and handle time
• Ensure all calls are tracked in remedy and ticket number is provided to users
• Keep his team members informed of what is happening in the program and in the company
• Organize team buildings and other activities to ensure that agents are motivated
• Perform random ticket quality and accuracy audits
• Contribute to improving all Knowledge Management and SOPs. Encourage and motivate Service Desk Team members to use knowledge Scripts and flag knowledge requests
• Provide information about incidents analysis and KPIs.
• Take ownership of critical incidents and any appropriate escalations
• Attend to escalations from Customers, CSMs and support teams and ensure it is tracked in the escalations database
• Review his team members’ PPO and PPR and provide regular coaching and mentoring;
• Coaching is to be done for each agent on a weekly basis based on FCR, Call Quality and Ticket Quality. ect.. Ensure the coach logs are well documented with action items and provided to Team Members
• Field first-level incoming calls when needed
• Interface with unsatisfied clients regarding unresolved / pending issues / tickets
• Participate in Daily Service Review (DSR) meetings

Skill Sets