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Job Title: Team Leader - Service Desk (L5)
Duration: Full Time/ Permanent
Location: Carrollton, TX
Job Description:
Team Leader with 24 months of experience in leadership role
Excellent presentation skills, with advanced knowledge and hands-on experience on MS office applications (Excel, PPT)
Excellent written and verbal communication (Primary English) Spanish speaking would be an added advantage.
Preferred work experience in QSR - Quick Service Restaurants environment.
Incident escalation - Escalate complex incidents / requests to upstream technical groups.
Outage management Engagement of key stakeholders and creation of problem records in accordance with resolver teams.
Manage a team handling Level 1 troubleshooting mainly related to Retail systems like POS, BO, EMV, EBT, KDS, OCS, SOS timers, receipt printers etc, desktop/OS, Custom and COTS applications, Exchange related, End devices, VPN, VOIP and share point as per guidelines in the knowledgebase.
Remote desktop troubleshooting (Tools Bomgar), escalate complex incidents / requests to upstream technical groups.
Ready to work flexible shifts to meet 24x7 support model.
Knowledge and experience of Quality Assurance, Audits
Experience on Knowledge Management
Process Skills:
Supervise and review Service Desk activities
Review and ensure compliance to standards like 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
In-person feedback to reporting agents on daily basis regarding ticket hygiene and operational/procedural hygiene
Root cause analysis, tracking and reporting of escalation and SLA misses
Attend change meetings and analyze potential impact to Service Desk operations
Performance appraisal and normalization
Participate in calibration and collaboration meetings with support function leads
Conduct new hire technical and account specific training based on the requirements
Create, maintain, and update account training plan
Provide hands-on assistance to team members in case of issues, both through direct intervention and mentoring
Prepare Score Cards and discuss and share feedback around improvement areas
Identify top performers and nominate for Rewards and Recognition and appreciation
Monitor ticket ageing reports and drive team members to work on ageing tickets
FCR analysis - find out controllable resolution errors that could have been resolved at L1
Certification:
Any Graduate or pursuing last year of Graduation.
A+ Certified
Preferably + ITIL certified.
InfiCare Technologies
