Senior Team Lead, Managed Services Client Service Desk at NTT Ltd.

Your day at NTT DATA

• The Senior Team Lead, Managed Services Client Service Desk is a developing subject matter expert, responsible for taking accountability for the operational management of a team of service desk employees.
• This role ensures client satisfaction by managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving.

Key responsibilities:

• Responsible for managing a team of service desk agents.
• Ensures resource allocation, attendance, effective achievement of KPI’s and planning activities.
• Contributes to the process of managing tickets or calls logged at the service desk.
• Ensures all incidents which are logged, are accurately registered and categorized.
• Ensures the allocation of an appropriate ticket prioritization code upon receipt of the ticket/call and during the logging process.
• Ensures ticket diagnosis is conducted to discover the full symptoms, determine what has gone wrong and how to correct it.
• Ensures reported faults are investigated and diagnosed.
• Be expected to take ownership and resolve or further escalate escalated incidents.
• Checks incidents are fully resolved and users and/or clients are satisfied and agree to close the related incident.
• Ensures relevant actions have been logged to enable tracking.
• Monitors the performance of the team and identifies any training/ coaching intervention required.
• Leads the discussion of the daily huddles and ensures performance-enhancement solutions are identified and implemented.
• Identifies gaps and shortcomings in the current processes, procedures, services and provides recommendations for improvement.
• Monitors backlog and uses escalation channels to get the right team involved in resolving tickets in a timely manner.

To thrive in this role, you need to have:

• A good understanding of the vast range of IT operations and company service offerings
• Displays excellent levels of client engagement and service orientation.
• Demonstrates operational team management skills and the ability to effectively manage the resources that report to them.
• Good collaboration skills and ability to interact professionally.
• Demonstrates understanding of project management principles.
• Strong documentation skills and expertise in handling escalated customer issues.

Academic qualifications and certifications:

• Bachelor's degree or equivalent in information technology or related field.
• Relevant technical certifications preferred.
• ITIL v4 specialist certification and knowledge is preferred.
• ITIL Specialist (Managing Professional) certification is preferred.

Required experience:

• Solid relevant work experience gained in call center managed services/services delivery environment within a medium to large information technology organization.
• 5 to 7 years of worked experience as a Team Lead or in a similar role.
• Track record of team management/leadership experience.
• Solid experience leading a team of service desk agents within a global technology organization.