Advanced Service Desk Resolution Management_Team Lead

Manages the delivery of large, complex technology projects using appropriate frameworks and collaborating with sponsors to manage scope and risk. Drives profitability and continued success by managing service quality and cost and leading delivery. Proactively support sales through innovative solutions and delivery excellence.

• A CL 9 Team Lead ensures end-to-end governance and management of all in-scope ITSM processes, especially Incident, Change, and Service Level Management. This involves implementation and continuous improvement of standardized methods and processes which the Service Manager shall also drive across all capabilities, including client resolver groups and other stake holders, and the account management teams. The Team Lead is expected to consistently drive the identification of opportunities for continuous improvements.

Responsibilities

• Deliver on special monitoring or evaluation requests from SD Management.
• Owns and manages the processes for both IM and ChM, including continuous improvement
• Create a mode of operations to be adhered to by the team members in order to maintain good routine and orderliness
• Develop the teams performance measurement to promote high quality performance delivery to the clients
• Escalate all process-breakdown-related cases causing either incidents or SLA breaches Training, coaching and mentoring of his/her team members to ensure excellent client experience
• Investigate any escalations raised by the client, user or SD Management.
• Conduct regular review, revision, and re-approval of all applicable process documents Regularly review and implement related process IM, PM, ChM updates
• Own, manage, and provide regular communication of updates on Escalation Matrices for all accounts
• Take the lead to ensure smooth transition of new projects for both IM and ChM processes
• Regularly drive continuous improvement on both processes and the teams tools
• Plan and manage the teams staffing, onboarding and development
• Manages Critical Incidents for both user and operational incidents Prioritization, including its validation, coordination and documentation of all incidents managed by the CIM Team Own and drive the resolution of the critical incidents
• Technical elevation of issues when needed
• Setup and lead the Technical Conference Bridges when needed
• Management escalation when needed
• Communicate updates to all the support team/s, the account management team
• Facilitate problem-solving (RCA) sessions with Leads