Job Description

Description Position at nFrastructure About Zones Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook. Title - Team Lead - Service Desk Location - Bangalore Exposure - Medium to large scale projects Experience - Minimum 8 years with minimum 3 years in a Service Desk Team Leads role. Education - Graduation in any discipline Certification - ITIL Certified : - To manage the performance of Level 1 and Level 2 services & support to clients (internal and external) and ensure that service levels are achieved. To ensure that customer expectations are met or exceeded. Responsible for ensuring the staff are meeting and exceeding expectations regarding performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements. Job Details or accountabilities: - Effectively managing, developing, and training the service desk team. Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved. Conducting and sharing results from service and operation performance reviews. Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations. Managing escalations and maintaining feedback tracker A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team. An ability to balance and plan the short-term actions of the team. Knowledge and understanding of all relevant industry standards. Knowledge and understanding of best practices for service management. Strong communication skills, including the ability to be influential and persuasive with stakeholders. As needed, schedule employees working times and provide backup support. Conduct regular assessments and share the results with stakeholders. Review and analyze communications between IT staff and customers. Provide regular feedback based on the periodic performance review. Manage process for communicating outage/emergency activities to the organization. Motivates team through timely rewards & recognitions. Train, coach, and mentor Service Desk Specialists (Level 1 / 2) including career development. Ensure staff compliance with company policies and measures. Knowledge on Service management concepts - namely Tools and techniques Ability to maintain high confidentiality with sensitive information and data and display integrity Experience in effectively interacting with employees or leadership team from internal or client organization Proactively manages risk and maintains proper documentations. Proven abilities to work with data, analyze and draw inferences from the data available Ability to articulate effectively while reporting, creating minutes and action plans Ability to adapt quickly to changing priorities and conditions. Should be able to lead from front with no/minimum guidance Zones Offers a Comprehensive Benefits Package While we\'re committed to providing top-tier solutions, we\'re just as committed to supporting our own teams. We offer a competitive compensation package where our employees are rewarded based on their performance and recognized for the value, they bring into our business. Our employees enjoy a variety of comprehensive benefits, including Medical Insurance Coverage, Personal Accident Cover to handle the uncertainties of life, flexible leave policy to balance their work life and much more. At Zones, work is more than a job - it\'s an exciting career immersed in an inventive, collaborative culture. If you\'re interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!

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