Job Summary –

• Supervise and review service desk activities.
• Review and ensure compliance to standards like GSD, 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.
• Conduct reviews on key performance indicators and provide feedback.
• Root cause analysis of escalation and SLA misses.
• Attend change meetings and manage change communication to production teams.
• Performance appraisal and normalization

Years of experience needed - 10+ with 4 years in Leadership role.

Technical Skills:

 Client Technical Service Awareness - Advance

 Ticketing Tool - Intermediate

 MS Office - Advance

 Networking concepts - Intermediate

 Client Process Knowledge - Intermediate

 DMAIC Methodology - Advance

 Client Business Awareness - Advance

 Analytical skills - Expert

 Operations Management - Advance

 Client Business relationship Management - Advance

 SLA Management - Advance

 Financial understanding of the Business - Beginner

 Effective Business Communication - Expert

 Decision Making Skills - Expert

 Measuring Performance/Performance Management Skills - Advance

 Coaching for Success - Advance

 Motivating Others - Advance

 Business Acumen - Beginner

 Growing the Business - Beginner

 Championing Change - Intermediate

 Identify and Build Talent - Beginner

 Develop Others - Beginner

 Conflict Management Skills - Advance

 Patience - Advance

 Managing Stress - Advance

 Positive attitude to change - Advance

 Attitude to feedback/willing to learn - Advance

 Relating to Others - Expert

 Influencing Others - Expert

 Team Player - Expert

 Insight into the Customer's Mindset - Expert

 Solution Based Approach - Expert

 Follow Through - Expert

 Personal Credibility - Advance

 Self-Development - Advance

 Result Focus - Advance

 Drive to Win - Advance

 Establishing Focus - Advance

 Recognize Efforts - Advance

 Approachability – Advance

 Dealing with Fairness - Advance

 Fostering Team Work - Advance

 Organization Agility - Beginner

 Managerial Courage - Intermediate

 Challenging Status Quo - Intermediate

 Intelligent Risk-taking - Intermediate

 Create a Learning Culture - Beginner

 Channeling Innovation - Beginner

Certifications Needed:

 ITIL certified

Skills
PRIMARY COMPETENCY : Service Desk PRIMARY SKILL : Leadership PRIMARY SKILL PERCENTAGE : 100