Support Lead - L1 For Nagpur Location

Job Description

The Team Lead position is responsible for leading the employees on the Service Desk team in support of Customer engagements. The Team Lead is responsible for supervising employees and ensuring employees follow processes and procedures, as well as maintaining employee morale and providing a framework for employee progress and success.

Job Responsibility :

• Responsible for achieving or exceeding monthly account-service level agreements (SLAs).
• Works with Operations Leadership to identify gaps and specific actions.
• Ensures all team members are aware of gaps and are working to overcome barriers and demonstrate effective management of improvement actions.
• Approves and monitors employee timecards, schedule adherence, and attendance.
• Responsible for conducting regular coaching sessions and for the retention of team members.
• Monitors interaction volume and trends and takes appropriate action, requesting staffing adjustments when necessary to the Manager.
• Understands and works within SLAs and KPIs to fulfill Companys obligations.
• Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job performance; motivating, coaching, counseling, and disciplining employees; initiating, coordinating, and enforcing systems, policies, and procedures.
• Drives improvement and accountability for team based on Quality team and customer satisfaction feedback.
• Acts as a point of contact for customer inquiries and escalations.
• Works in an on-call capacity as needed.

Required Experience, Education and Knowledge:

• Must be proficient in Microsoft Office.
• 5 years relevant helpdesk experience and Application support experience.
• Minimum of two years of supervisory experience.
• Experience with ITIL best practices.
• ITIL Foundations certification preferred.

Ability & Skills:

• Ability to multitask and complete tasks effectively.
• Excellent verbal and written communication skills.
• Ability to mentor and help in the professional growth of others.
• Highly developed interpersonal skills.
• Strong problem solving, conflict resolution, and customer service skills.
• Ability to work independently and maintain professional working relationships with coworkers.
• Ability to obtain information from all relevant sources and use information to identify solutions.