Service desk lead Job description:
To support the service desk agents in prompt delivery & customer service Advise and collaborate with the agents on current issues and work toward the resolution of tickets Manage and coordinate escalated work orders from the Service Desk team that require additional troubleshooting and follow-up Coordinate with other IT teams as appropriate for closure of any escalated ticket Act as a liaison between Service Desk and other teams to ensure effective communication between teams To provide liaison and governance at both internal & client levels Undertake a weekly review of the First Line Service Desk call queues to ensure no unauthorized changes & mitigation of escalations Measure and report on service delivery performance metrics including customer satisfaction surveys and the incident tickets Lead in the development of good customer service practices across the service desk Produce statistics and management reports of the service desk to client & management Communicate all process related changes and technical updates to the team within specific timelines to ensure adherence to service desk guidelines Capacity planning and capability development Conduct capacity planning exercise to provide number of agents, skill levels to meet the Account Service Desk process fulfilment Conduct shift planning to meet the service requirements of the client as per SLAs agreed Perform briefings to Service Desk agents on changes or deployments that may affect volumes at the Service Desk Assist SD agents by providing first line support when workloads are high, or where additional experience is required Develop 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 Management Resourcing – forecast talent requirements as per the current and future business needs; hire adequate and

📌 Service desk lead l1 (Jalisco)
🏢 Wipro
📍 Jalisco