Service Desk Team Lead

JOB SUMMARY:

The Service Desk Team lead have overall accountability for the Total Customer Experience for services delivered by the Service Desk and are accountable for ensuring that the services delivered to the Customer are in accordance to the SOW.

They are the Single Point of Contact for the account(s) and are overall responsible for delivering a high quality service as set out in the SOW, meeting all SLA’s, financial management and are the first MW escalation point. The Operations lead ensures that all business solutions are achieved and are consistent with department objectives, customer requirements, and corporate goals. Advises staff on priorities, technical problems, and administrative policies and procedures. Reviews tasks and project status to ensure accurate, timely, and cost-effective completion.

Profile:

• Demonstrate leadership and sound business acumen, showing consistency among principles, values and behaviour, thus building the trust and confidence of customers and business partners and following through on commitments
• Managed large Service Desk operations (minimum 50+ agents).
• Hand-on hardcore experience working and running service desk for minimum 10 years
• Compliance to all policies, procedures and ethical standards
• Influencing Others.
• Builds effective relationships with colleagues, clients, customers and business partners.
• Excellent analytical skills
• Developing Others – Builds the skills and competencies of others and guides appropriate behaviours. Creates opportunities for the development and growth of others.
• Influencing Others – Successfully builds support for ideas without the use of hierarchical power. Builds effective relationships with colleagues, clients and customers.

• Participate, propose, and/or lead customer and internal projects across technology customers and/or internal businesses/end users areas, including transformation
• Influence with customers and/or internal businesses/end users regarding operational details, solutions, and proposals. Becoming a trusted advisor to the customer

Responsibilities & Activities:

• Financial Management (Cost recovery and Tracking)
• Long-term planning to support the company’s goals
• Embracing new ideas and technologies to improve services
• Evaluating and implementing new technologies and systems that improve IT infrastructure and support the organization's business goals.
• Communications Management (SPOC for Customer and Account team)
• Create/document new procedures
• Knowledgebase Submit/Review/Approvals
• Leading a team of Supervisors, IT professionals and providing guidance and support to ensure that they are meeting their goals and objectives.
• Ensure weekly and monthly reports are delivered in a timely manner
• Managing technology vendors and service providers to ensure that the organization's technology needs are met.
• SLA Management
• Customer Satisfaction
• Audit and Records Management
• Standards and Policies Management
• Problem Management
• Escalation Management
• Disaster Recovery Management
• Security Management
• Process Improvement & Integration
• Adhere to all DXC Policies & Procedures – Including Security and SOBC

Core Competency:

• Ideally 5 years operations/client/people management experience in Call Centre or Service Delivery or Business Management
• Need managerial and planning skills experience, as well as skills in analysis, innovation, communication and negotiation
• Proven communication skills
• Need some in-depth knowledge of corporate organization and policies
• Proven ability to be strong team player, and sound leadership skills
• Power user in MS Word, Excel and PowerPoint