4876 Team Lead Service Desk

Location: Mesa, AZ, United States
Date Posted: 05-10-2018
  •           Ticket quality within his team
  •          Upholds contractual agreements that have been made with customers (e.g. SLA)
  •          Keeps to the Service Desk’s Delivery / Operations "game plan" and enforces the clear desk policy in his team
  •          Manage Day to Day operations, Service Level and people management
  •          Organize team huddles and work towards keeping the team motivation at a higher level.
  •          Assign routine tasks to the team
  •          Prepare consolidated daily / weekly / monthly reports.
  •          Prepare client status reports and participate in Client reviews
  •          Identify and mitigate RISKS
  •          Metrics Collection & Analysis
  • Good IT and Service Desk functional knowledge
  • Good knowledge of Incident, Service Request, Change and problem management processes.
  • Preferable experience in managing a team that support retail IT hardware, retail POS systems, Equipment Refresh, new store rollouts support, printers, scanners, Cash drawers, Pin pads, Displays, store level software support etc.,
  • Provide timely and appropriate feedback to all direct reports concerning performance
  • Build a Successful Team
  • Provide timely guidance to help others strengthen specific knowledge/skill areas
  • assume responsibility and accountability for successfully completing assignments or tasks
  • Good command of English,
  • Good leaderships skills
  • An open communicative team orientated personality (role model function)
  • Is reliable and   flexible in regards to working hours (shifts with fixed times);
  • Analytical thinking and understanding for processes concepts etc.
  • good communicator
  • High customer orientation
  • Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
  • ITIL, 6Sigma, HDI, Lean concepts awareness – Certification in these topics would be an added advantage.
  • Exposure on ticketing Tools like ServiceNow, Remedy, Siebel, Clarify, CA helpdesk, VNC, ControlF1, Dame Ware, Net meeting, Microsoft Share point etc
 Interested candidates please email your resumes to niki@reqroute.com 
Nikitha Shetty 
Phone: 408-707-0569
Email: niki@reqroute.com 

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