Job type full-time
Full job description
This opportunity is with mindtree ltdFor the position of team manag # service desk operationsThe role requires to provide leadership, guidance and support to existing l1 l2 line of support engineersThis is an opportunity in a well stablished se rvice desk for a major client of oursThis is a process, people and performance management roleThe role demands high level of client interaction over calls emails and chatThe role requires an experienced candidate from same or similar fieldHe she must possess good knowledge of windows, active directory, o365, networking basics etcApart from detail process knowledge the candidate is expected to possess working knowledge of itil methodologiesThe person will contribute towards effectiveg overnance of the project deliverables (slas kpis improvements etc.)The ideal candidate must have hands on experience of coaching, mentoring and development of service desk engineersKey responsibilities # regular 1-0-1 discussions with the l1 l 2 sme for performance, training needs, growth and career development # publishing team stats to the engineers regularly and ensuring timely feedback is given # client interaction for process improvement suggestion, weekly meetings, discussions etc# scrub data for variance positive or negative in sla kpi and other metrics # coordinate with service desk and other resolver groups to ensure the technical process issues being faced by the engineers are resolved # conduct regular team huddles and sh are important information with respect to process procedures # coordinate with the pm to assign duties tasks for short term project activities, ensuring timely completion and capturing specific observations # ensuring knowledge management process is followed and any new solution is kept updated within the knowledgebaseAlso participating in reviewing existing kbs for updates changes # other organizations level responsibilities like participating in hiring drives, interviews, training activities , performance appraisals, etc# team rewards and recognition, appreciation to keep existing engineers motivated # tracking sla kpi backlog etcTo ensure these are green and in control knowledge & skills # sound knowledge of itil methodologies &.
Job requirements: windows 10, end user desktop hardening and security, end user computing plan
Posted 14 days ago