Service desk leadJob description:To support the service desk agents in prompt delivery & customer serviceAdvise and collaborate with the agents on current issues and work toward the resolution of ticketsManage and coordinate escalated work orders from the ServiceDesk team that require additional troubleshooting and follow-upCoordinate with other IT teams as appropriate for closure of any escalated ticketAct as a liaison between Service Desk and other teams to ensure effective communication between teamsTo provide liaison and governance at both internal & client levelsUndertake a weekly review of the First Line Service Desk call queues to ensure no unauthorized changes & mitigation of escalationsMeasure and report on service delivery performance metrics including customer satisfaction surveys and the incident ticketsLead in the development of good customer service practices across the service deskProduce statistics and management reports of the service desk to client & managementCommunicate all process related changes and technical updates to the team within specific timelines to ensure adherence to service desk guidelinesCapacity planning and capability developmentConduct capacity planning exercise to provide number of agents, skill levels to meet the Account Service Desk process fulfilmentConduct shift planning to meet the service requirements of the client as per SLAs agreedPerform briefings to Service Desk agents on changes or deployments that may affect volumes at the Service DeskAssist SD agents by providing first line support when workloads are high, or where additional experience is requiredDevelop team skills and capability in managing processes to reach the desired productivity and efficiency by conducting process training/ refresher courses,



providing performance feedback and managing bottom quartile team performers.Team ManagementResourcing – forecast talent requirements as per the current and future business needs; hire adequate and rightresources for the team; train direct reportees to make right recruitment and selection decisionsTalent Management – Ensure 100% compliance to Wipro's standards of adequate onboarding and training for team members to enhance capability & effectiveness; build an internal talent pool of HiPos and ensure their career progression within the organization; promote diversity in leadership positionsPerformance Management – Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports; in case of performance issues, take necessary action with zero tolerance for will based performance issues; ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels belowEmployee Satisfaction and Engagement – Lead and drive engagement initiatives for the team; track team satisfactionscores and identify initiatives to build engagement within the team; proactively challenge the team with larger and enriching projects/initiatives for the organization or team; exercise employee recognition and appreciationExperience: 3-5 Years.Reinvent your world.
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📌 Service Desk Lead (Jalisco)
🏢 Wipro
📍 Jalisco