4876 Team Lead Service Desk

Location: Mesa, AZ, United States
Date Posted: 05-10-2018
Responsibilities  
  •           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
Skills 
  • 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 
 


 
 
Companies across U.S. have engaged ReqRoute, Inc to deliver skilled, dedicated IT professionals. Recruiting is our passion and we support Fortune 1000 companies with their hiring needs. We always seek to deliver competitive and sought-after career opportunities to our potential consultants and employees. We invite you to review the position requirements and apply today if your skills match our needs.  
 
ReqRoute, Inc is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law. (www.reqroute.com)
or
this job portal is powered by CATS