Service Desk Team Lead
Zensar Technologies - Marlboro, MA

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Job Descriptions:
Company Overview:
Zensar Technologies is among the top providers of Infrastructure Management Services (IMS) globally. Following the acquisition of Akibia Inc. in 2010, Global IM is the largest practice of Zensar which delivers nearly one-third of Zensar global revenues. The IMS portfolio is very comprehensive and has offerings right from Data Center services (including ‘break-fix’ maintenance services), End User Computing services, Security & Compliance services to Remote Infrastructure management services from Zensar numerous centers around the globe.

Job Overview:
The Solutions Center Team Lead (second shift 12pm to 9pm) oversees the operations of the Solutions Center. This individual in this role is accountable for service delivery to our internal customers based on agreed to service level agreements. Additionally, this individual will be the initial escalation point for issues and requests reported through the Solutions Center by the staff and will escalate major issues to senior management as necessary.

Job Description:
Oversee day-to-day Solutions Center activities and staff.
Monitor and escalate all issues regarding the Solutions Center staff and process.
Partner with peer team lead to determine appropriate resource allocation and complete staff schedules.
Ensure adequate turnover from early shift to all staff starting during assigned shift.
Ensure adequate turnover from end of shift to third shift team.
Monitor call volume to ensure all calls are answered within targeted times, abandoned call objectives are met or surpassed, and appropriate staffing levels are maintained for assigned shift within a 7x24 environment.
Provide senior management with reporting on staff performance, call volume, call quality and other relevant metrics.
Review and update new staff training materials for completeness and accuracy.
Monitor employee performance regarding accuracy of information given to customers, professionalism and enthusiasm through daily coaching and call review.
Escalate unsatisfactory employee performance to the Director, Service Center.
Provide input in staff performance reviews.
Assist the Director, Service Center in screening and training new employees.
Ensure accurate support documentation is maintained within the Solutions Center.
Approve staff time sheets.
Identify, develop plans and recommend opportunities for process improvements to senior management.
Perform problem trend analysis to identify where process changes or client training is warranted to reduce support questions.
Liaise between the Solutions Center and Information Technologies teams to keep the group informed and trained on future IT initiatives.
Participate in regular meetings with support teams, designed to work out any issues that cause inadequate response to a client issue or question, review open issues, and provide assistance.

Required Experience:
Required Skills:
5+ years in a Service Desk environment
Must have prior experiencing leading Technical IT Resources
Solid understanding of ITIL (Best practices, incident, problem, change and escalation management)
Excellent leadership skills with the ability to execute short range plans
Proven ability in root cause analysis
Preferred Bachelors Degree in related field
Keyword: Desktop Lead, Service Desk
From: Zensar Technologies

Zensar Technologies - 5 months ago - save job - block
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About this company
81 reviews
Zensar Technologies is a global information technology services and business process outsourcer headquartered in Pune, India. It is a...