hireejobs
Register for Job
Hyderabad Jobs
Banglore Jobs
Chennai Jobs
Delhi Jobs
Ahmedabad Jobs
Mumbai Jobs
Pune Jobs
Vijayawada Jobs
Gurgaon Jobs
Noida Jobs
Oil & Gas Jobs
Banking Jobs
Construction Jobs
Top Management Jobs
IT - Software Jobs
Medical Healthcare Jobs
Purchase / Logistics Jobs
Sales
Ajax Jobs
Designing Jobs
ASP .NET Jobs
Java Jobs
MySQL Jobs
Sap hr Jobs
Software Testing Jobs
Html Jobs
IT Jobs
Logistics Jobs
Customer Service Jobs
Airport Jobs
Banking Jobs
Driver Jobs
Part Time Jobs
Civil Engineering Jobs
Accountant Jobs
Safety Officer Jobs
Nursing Jobs
Civil Engineering Jobs
Hospitality Jobs
Part Time Jobs
Security Jobs
Finance Jobs
Marketing Jobs
Shipping Jobs
Real Estate Jobs
Telecom Jobs

Service Desk Tem Lead

6.00 to 11.00 Years   Hyderabad   24 Sep, 2024
Alphacom Systems and Solutions Pvt Ltd
Job LocationHyderabad
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT Services & Consulting
Functional AreaTechnical Support / HelpdeskCustomer Service (International)
EmploymentTypeFull-time

Job Description

    Responsibilities:
    • Lead and manage 24/7 Service Desk Operations for a large federal client, ensuring high-quality service delivery, client satisfaction, and compliance with service level agreements (SLAs).
    • Collaborate closely with federal client stakeholders to understand their specific service desk requirements, business objectives, and security compliance needs.
    • Develop and implement comprehensive service desk strategies that align with the clients goals and adhere to federal guidelines and regulations.
    • Oversee a team responsible for Level 1 triage and Level 2/3 escalation support, providing timely and effective resolution of IT incidents and service requests.
    • Lead the implementation of Major Incident Management practices to handle critical incidents, minimize impact, and restore services as quickly as possible.
    • Develop and enforce incident management and service request processes to ensure efficient ticket resolution and service desk efficiency.
    • Monitor and report on key performance indicators (KPIs) to evaluate the effectiveness of service desk operations, identify areas for improvement, and implement corrective actions as needed.
    • Collaborate with cross-functional IT teams to ensure seamless Level 2/3 escalation and problem resolution, including interaction with data center operations.
    • Provide leadership to service desk technicians, helpdesk personnel, and support staff, ensuring effective communication, training, and performance management.
    • Stay informed about industry trends, emerging technologies, and federal regulations to continuously enhance service desk strategies.
    • Provide regular updates and reporting to federal clients on the status of service desk operations, SLAs, and improvement initiatives.
    • Manage budgets and resource allocation for service desk operations, including staffing, tools, and training.
    • Provide expert guidance to the federal client on service desk management, Major Incident Management, ITIL principles, and strategies for optimizing service delivery.
    • Qualifications:
      • Any Bachelors degree. (Information Technology, Business Administration, or a related field preferred).
      • Minimum of 5 years of experience in service desk management, with a strong focus on federal clients.
      • Successful track record of managing 24/7 Service Desk Operations.
      • Deep familiarity with Level 1 triage and Level 2/3 escalation support, Major Incident Management practices, and ITIL principles.
      • Valid ITIL v3 or ITIL v4 certification is required.
      • Strong leadership and team management skills, with a demonstrated ability to lead and motivate service desk teams.
      • Excellent communication skills, both written and verbal, with the ability to interact effectively with technical and non-technical stakeholders.
      • Knowledge of federal IT security standards, compliance regulations, and guidelines (NIST, FISMA, etc.).
      • Proficiency in incident management, problem-solving, and service improvement methodologies.
      • Analytical mindset with a focus on continuous improvement and optimization of service desk operations.
      • Willingness to live in the Washington D.C. metropolitan area and manage 24/7 service desk operations.
      Location:
    • Bangalore
    • Chennai
    • Hyderabad

Keyskills :
service desk managementhelpdeskservicedesklead

APPLY NOW

Service Desk Tem Lead Related Jobs

© 2019 Hireejobs All Rights Reserved