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Team Leader - Service Desk
Ref No.: 18-58967
Location: Omaha, Nebraska
Start Date: 08/15/2018
Role: Team Leader - Service Desk
Location: Nebraska – Omaha
Position Type:- Contract
 
Skills:
  • Analytical skills
  • Effective Business Communication
  • Coaching skills
  • Operations Management
  • SLA Management
  • MS Office
  • Operational knowledge of contact center platform and ITSM tool
  • Performance Management skills
  • Conflict management skills
  • Capacity management
  • Presentation skills
  • Training need identification
Technical Skills:
  • Client Technical Service Awareness – Intermediate
  • Technical Troubleshooting - Account Management/password reset - Advance
  • Technical Troubleshooting - OS – Advance
  • Technical Troubleshooting - End Devices - Advance
  • Ticketing Tool – Advance
  • MS Office – Intermediate
  • Contact center platform operating skills – Intermediate
  • Contact center platform reports – Intermediate
  • Networking concepts – Intermediate
  • Client Process Knowledge – Advanced
  • DMAIC Methodology – Intermediate
  • Client Business Awareness – Advanced
  • Telephone etiquette – Expert
  • Email etiquette – Expert
  • Customer service skills – Expert
  • Knowledge Base Navigation Skills – Advanced
  • Analytical skills – Intermediate
  • Operations Management – Advanced
  • SLA Management – Intermediate
  • Effective Business Communication – Advance
  • Decision Making Skills – Advance
  • Measuring Performance/Performance Management Skills – Advance
  • Coaching for Success – Advance
  • Motivating Others – Advance
  • Conflict Management Skills – Advance
  • Patience – Advance
  • Managing Stress – Advance
  • Positive attitude to change – Advance
  • Attitude to feedback/willing to learn – Advance
  • Relating to Others – Advance
  • Influencing Others – Advance
  • Team Player – Advance
  • Insight into the Customer's Mindset – Advance
  • Solution Based Approach – Advance
  • Follow Through – Advance
  • Personal Credibility – Advance
  • Self-Development – Intermediate
  • Result Focus – Intermediate
  • Drive to Win – Intermediate
  • Recognize Efforts – Advanced
  • Approachability – Advanced
  • Dealing with Fairness – Expert
  • Fostering Team Work - Advanced
 
Job Resposibilities:
  • Supervise and review Service Desk activities
  • Review and ensure compliance to standards like PCI, ISO, ISMS, BCMS by facilitating audits by internal and external teams
  • Place hiring request and conducting interviews
  • Work with HR and support groups to improve employee retention and satisfaction
  • In-person feedback to reporting agents on daily basis regarding ticket hygiene and operational/procedural hygiene
  • Root cause analysis, tracking and reporting of escalation and SLA misses
  • Attend change meetings and analyze potential impact to Service Desk operations
  • Performance appraisal and normalization
  • Participate in calibration and collaboration meetings with support function leads
  • Conduct new hire technical and account specific training based on the requirements
  • Create, maintain and update account training plan
  • Provide hands-on assistance to team members in case of issues, both through direct intervention and mentoring
  • Prepare Score Cards and discuss and share feedback around improvement areas
  • Identify top performers and nominate for Rewards and Recognition and appreciation
  • Monitor ticket ageing reports and drive team members to work on ageing tickets
  • FCR analysis - find out controllable resolution errors that could have been resolved at L1
 
Behavioral Skills:
  • Good in communication
  • Positive energy
  • Positive attitude
  • Self-learner