Service desk lead

Role Purpose

The purpose of this role is to serve as a support, escalation point for the agents in solving issues presented to the Account Service Desk.

Do

To support the service desk agents in prompt delivery & customer service

• Advise and collaborate with the agents on current issues and works toward the resolution of tickets
• Manage and coordinate escalated work orders from the Service Desk team that requires 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 right resources for the team

Train direct reportees to make right recruitment and selection decisions

Talent 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 positions

Performance 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 below

Employee Satisfaction and Engagement

• Lead and drive engagement initiatives for the team
• Track team satisfaction scores 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 appreciation

Stakeholder Interaction

Stakeholder Type

Stakeholder Identification

Purpose of Interaction

Internal

Location Head – Service Desk

Regular reporting & updates

V&A Trainers

For regular coordination on the V&A skills of the SD team

Operations/ Business teams

Review of SD delivery performance, issue alerts and mitigation, capacity planning etc.

External

Clients

Service Desk Delivery as per process, performance data and metrics, process training etc.

Display

Lists the competencies required to perform this role effectively:

Functional Competencies/ Skill

• Domain knowledge – Knowledge of customer processes, performance metrics etc. -Expert
• Functional knowledge – Knowledge of Service delivery processes and management, key performance parameters for Service Delivery performance etc. -Expert

Competency Levels

Foundation

Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.

Competent

Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.

Expert

Applies the competency in all situations and is serves as a guide to others as well.

Master

Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.

Behavioral Competencies

• Formulation & Prioritization
• Managing Complexity
• Client centricity
• Execution Excellence
• Passion for Results
• Team Management
• Stakeholder Management

Deliver

No.

Performance Parameter

Measure

1.

Adherence to SoW

Adherence to TAT, SLA as per SoW

Minimal Escalation

2.

Resolution Log Management

Ensuring timely & error-free updation, record management

Timely closure of queries

Customer experience/ CSAT

3.

Capability Building & Team Management

% trained on new age skills, Team attrition %, Employee satisfaction score (ESAT)