- Responsibility includes hiring, scheduling, monitoring & control, and training service desk employees, and conducting yearly reviews.
- Ensure all service desk SLAs are met while providing excellent customer service.
- Customer Relationship Management.
- Regular meetings with the Team and Client.
- Work with other members of the global management team to ensure enhancement in the delivery.
- Provide leadership to the Support Team including coaching as and when required.
- Plan scoping, scheduling, and tailoring as and when required for the current project.
- Develop and analyze reporting to measure Service Desk performance. Examples include customer satisfaction, analyst performance, phone response\utilization, and ticket trending.
- Provide escalation support for all service desk-related needs.
- Administer and create documentation for the service desk knowledgebase system.
- Develop and implement service desk procedures with a focus on ITIL practices.
- Define SOPs and incentive programs for the team.
- Monitor Key performance indicators to track the performance of the entire team.
- Develop and implement scorecards and monthly reports which were presented in monthly manager's meetings.
- Identify trends in high call volume that indicate Major Incident is in Progress.
- Ensuring that all IT Teams follow the Incident management process for every incident.
- Prioritize incidents based on impact on the users and SLA guidelines. Delegate responsibility by assigning incidents to the appropriate provider group or team for resolution based upon the categorization rules.
- Performs post-resolution customer reviews to ensure that all work services are functioning properly and all incident documentation is complete. Prepare reports showing statistics of Incidents resolved / unresolved.
- Perform Weekly, Bi-weekly, and Monthly Service calls to evaluate the services and performance of the engineers.
Personal Skills:
- Strong customer service and team management skills
- Ability to write Business case and justification documents along with the ability to make difficult decisions, and multitask
- Ability to manage/motivate people and team
- Self-Motivating
- Strong written and verbal communication at the senior level
- Excellent problem solving/quantitative/qualitative analytical skills
Additional Responsibilities:
- Helping engineers with any escalated issues related to Laptops, Desktops, Printers, VPN, Sever & User Management.
- Troubleshooting different issues by using multiple PSA and RMM tools.
- Responsible for meeting the defined SLA and 24X7 operation management.
- Giving high importance to user feedback by CSAT Survey to improve our services.
- Addressing Client concerns, Escalation Management, SLA adherence, and Process improvement
- Responsible for creating Service Improvement Plans (SIP) at the client level and Performance Improvement Plan (PIP) at the organization level.
- To monitor the performance of the team members according to the established monitoring standards.
- Identifies bottlenecks in delivery and proposes an effective solution.
- Regular Daily and Weekly connect with the team members for better communication and feedback on improvement area that impacts their performance and motivation level.
- Documentation of regular updates from a client and level 2,3 teams and preparation of SOP for team reference.
- Sharing regular Meeting Minutes and Presentation Deck with all the clients on every service call.
- Manage and conduct Quarterly Business Review with Clients and including top leadership on such Business Reviews.
- To provide weekly and monthly team highlights to higher management in terms of people management, Client management, and Service Management
- Responsible for engineers' Career Development Plan (CDP) and working closely with the Learning and Development Team.
- Weekly L10 meetings with the team members to discuss the issues, To Dos, Scorecards, and Rocks.
- Weekly L10 meetings with the leadership team to discuss the issues, To Dos, Scorecards, and Rocks at the organization level
Project: Mentor-Mentee Alignments
- Responsible for identifying, mapping, and providing mentors to the newly aligned mentees.
- Working with the bench manager to ensure that the right mentors are allotted to the Mentees.
- Work with the L&D team to ensure the mentees are going through the proper Bootcamp training.
- Track down the daily, and weekly progress of mentees and share with the right stakeholders.
- After preparing the mentees shared the details with the Bench manager to align them with the Client’s interviews.
Project: Return to Office (RTO)
- Quarterly Rock on RTO Policy.
- Responsible for identifying, planning, and managing the population of the organization to bring them to work from the office.
- Directly work with the HR Head, Head of Employee Experience, VP, and Sr. SDM to build the proper policy without hitting the higher employee attrition rate.
- Work with the IT and Admin team for the infrastructure readiness before asking employees to come to the office.
Project: Tech Helpline
- Responsible for deploying the Tech Helpline for the entire community.
- Added all leads, SMEs, Engineers, and other stakeholders on the teams' Tech Helpline.
- Integrated the Teams Tech Helpline with the Yammer platform working with Yammer’s team.
- Engineers can get help in real-time and share the knowledge base on this platform to help other community members.
Achievements:
- North Star Award
- Shining Star Award
- Super Star Award
- Core Value Award
- Best Team (Circle of Stars) Award
