Role description
This opportunity is with Mindtree Ltd. for the position of Team Manager # Service Desk Operations. The role requires providing leadership, guidance, and support to existing L1 L2 line of support engineers. This is an opportunity in a well-stablished service desk for a major client of ours. This is a process, people, and performance management role. The role demands a high level of client interaction over calls emails and chat. The role requires an experienced candidate from the same or similar field. He/She must possess good knowledge of Windows, Active Directory, O365, Networking basics, etc. Apart from detailed process knowledge, the candidate is expected to possess working knowledge of ITIL methodologies. The person will contribute towards effective governance of the project deliverables (SLAs KPIs Improvements etc.). The ideal candidate must have hands-on experience of coaching, mentoring, and development of service desk engineers. Key Responsibilities # Regular 1-0-1 discussions with the L1 L 2 SME for performance, training needs, growth, and career development # Publishing team stats to the engineers regularly and ensuring timely feedback is given # Client interaction for process improvement suggestion, weekly meetings, discussions etc. # Scrub data for variance positive or negative in SLA KPI and other metrics # Coordinate with service desk and other resolver groups to ensure the technical process issues being faced by the engineers are resolved # Conduct regular team huddles and share important information with respect to process procedures # Coordinate with the PM to assign duties tasks for short term project activities, ensuring timely completion and capturing specific observations # Ensuring knowledge management process is followed and any new solution is kept updated within the knowledgebase. Also participating in reviewing existing KBs for updates changes # Other organizations level responsibilities like participating in hiring drives, interviews, training activities, performance appraisals, etc. # Team rewards and recognition, appreciation to keep existing engineers motivated # Tracking SLA KPI backlog etc. to ensure these are green and in control Knowledge & Skills # Sound knowledge of ITIL Methodologies &.
Job Requirements: Windows 10, End User Desktop Hardening and Security, End User Computing Plan
Skills: Windows 10
