• 2+ years of supervisory or team lead experience within a helpdesk.
• Excellent interpersonal skills and Customer service focused
• Understanding of business principles and organizational structure.
• Strong technical knowledge of Microsoft Office 2010-Office365, Windows 10 – 11, Active Directory, VPN, etc.
• Strong oral and written communication skills, with the ability to effectively communicate to a variety of audiences.

Responsibilities

Independently managing and directing the daily activities of Service Desk operations.

Staff planning on floor to manage volumes/forecasts. This includes schedule adherence, work force management (Break management), shift management and rotation of staff etc. on floor.

Helping/driving initiatives for standardisation of processes and reducing escalations and queries on floor.

Ensuring delivery of Service Desk services to levels of performance detailed in SLAs and/or OLAs.

Supervising, planning, and managing functions concerned to Service Desk operations

Reporting/communicating Service Desk performance, issues, successes, and opportunities to the Leadership Team.

Carrying out performance measurement, monitoring, and evaluation of entire team to improve the efficiency.