Service Desk Team Lead

The Team Lead acts as the contact point for all team members hence excellent communication skill is required. Need to act proactively to ensure smooth team operations and effective collaboration. Take ownership to manage project deliverables, you will be responsible for supervising, managing and motivating team members on a daily basis by optimizing group dynamics and team composition. Ultimately, you should lead by setting a good example and engaging the team to achieve the necessary KPIs.

2. Key responsibilities

• Responsible for the Service desk deliverables agreed with the customer for the Project (Incidents, Service requests, IMACs, etc)
• Understand and keep track of all Project SLA and KPIs. Manage dips in performance with adequate reinforcement plans proactively.
• Monitors, coordinates and supervises the daily activities of the staff in the operations team.
• Review Project performance and weekly connect with team to showcase...