Service Desk Lead

Role - Service desk lead
Location - Morrisville, NC(Onsite)
Contract-6+ Months

Job Description
To lead the delivery of Service Desk & support functions like incident & change management and all supporting activities associated with Application & Infra Management.


Primary responsibilities include managing the quality of infrastructure services and developing and implementing processes and procedures that will contribute to increased levels of availability and performance, decrease system faults, lower costs and ultimately higher levels of client satisfaction. The role involves suggesting & implementing agreed process adherence, efficiency and value added services to the customer.


Job Functions & Responsibilities:


The Service Desk Lead is a position with accountability of the technical service desk. The Service Desk Manager is expected to work closely with their counterparts at the client side and also with enabling functions in the Organization to manage and drive transition of infrastructure management activities into a remote model, and provide oversight over all aspects of quality and service levels.


Specific responsibilities include:


A. Deliver Managed Services for the global Clients. Transformation experience will be a plus.
B. Build and manage teams and direct all related People/ Process and Technology Competencies and work closely with Technical CoE Leads.
C. Build and Maintain customer relationship.
D. Effectively monitor, control and support infrastructure service delivery ensuring all agreed methodologies and procedures are followed
E. Other responsibilities as follows:-
• Expansion of services to fill entire gamut of infrastructure services.
• Focus on project opportunities and transformation initiatives.
• ITIL process definitions and implementation.
• Automation in service delivery.
• Ensure knowledge retention.
• Resource management & Utilization, Attrition control.
• Audit and security compliance - both from HCL and customer's requirements.
• Management reporting - both for HCL and customer.
• Conduct regular in-depth service and process audits.
• Employee retention, motivation and training.
• Focus on grooming people from L1 to L2, L2 to L3 within select timelines.
• Overall SLA management - Operation interaction with technologies Lead / Service Owner
• Manage & deliver overall Customer Satisfaction.
• Manage & deliver overall employee satisfaction.


Qualifications & Skills Desired:
(Experience Education/Certifications)
• 7-10 Years of experience out of which at least 2+ years of IT Operations and Management at team/Operations manager level.
• Comfortable in a fast-paced high-pressure rapidly evolving entrepreneurial environment.
• Strong managerial, Team Building, and Decision-Making skills.
• Expertise in Defining Process & Task Distribution and ensure the implementation within the Service.
• B.E / B. Tech / MCA, non-technical graduate degree with desired experience.
• Excellent written and verbal communications skills in English
• Excellent interpersonal skills.
• Strong people management skills
• Open to work in a 24x7 environment and flexible with work timings