Service Desk Excellence Lead

Experience-10-16yrs Location- Noida

Proven experience leading and managing a service desk or technical support team, typically 5+ years. Experience managing teams across multiple shifts or remote locations is often preferred ITIL Foundation certification, demonstrating a foundational understanding of IT Service Management principles ·

Ability to interpret data, identify root causes of problems, and develop effective solutions ·

Should be able to track and analyze key performance indicators (KPIs), such as resolution times, customer satisfaction scores, and ticket volumes, to identify trends, gaps, and areas for improvement ·

Apply methodologies like Lean, Six Sigma, or PDCA to identify inefficiencies and implement process improvements and process simplifications ·

Should be able to handle & achieve the departmental requirements ·

Lead the implementation and management of the Quality Management System (QMS) to ensure consistency, accountability, and adherence to quality goals ·

Strong oral and written communication skills, with the ability to influence and persuade stakeholders. Should contribute to the business by proactively providing solutions to pre-empt possible situations which might impact performance ·

Directly handling escalated technical issues, engaging with customers to resolve complex queries, and ensuring a high standard of service delivery and customer satisfaction ·

Proficiency in ITIL framework, service desk software, network troubleshooting & incident management ·

Act as a point of escalation for complex or high-priority customer complaints and service delivery issues. ·

Good communication skills (Role requires interaction with Sr. Leadership and customers) ·

Should have good excel skills and be able to up skill the team on excel skill sets if required, be hands on with creating reports ·

Should be sound in his/her knowledge on Quality tool ·

Should be able to think on the feet to make decisions related to steps which would impact business