Urgent | IT Service Desk - Sr. Team Lead | Manila

Salary undisclosed

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Job Description:

Proficient in English (Read + Write + Speak) and customer centric
leadership skills
Handled team size up to 40 and above
should have managed team before
Should be strong in people management, conflict resolution
Very strong in technical Knowledge and support the team on the ground.
Should be very strong with process knowledge.
Should drive the team and ensure service level are not missed.
Interaction with customer for weekly / daily / monthly meetings
Should be quick in responding to escalations and take the actions.
Reports Incidents and SRs. Reports will be generated from various tools available within the infrastructure and publish to required.
Ensure the leave management is managed properly.
Handles escalated calls.
Implements SIP (Service improvement plans), Lean, Pragati
Conducts quality audits, coaches, and mentors the team members
Prepares Materials for: Escalation calls, Low CSAT calls, Incident Management calls etc.
Daily huddle with team and SMEs
ITIL Certified
Adhering to the customer policies and process
Should be flexible for shift
Should be able to manage in internal / External audits
Relevant Experience: 3-4 years