IT Help Desk Team Leader

Principal Accountabilities: • To lead, manage and grow the PRIT Help Desk Support Operations Department at location. • To ensure all goals for process are met. • To interact with clients and ensure all Operation guidelines and commitments are met. • Ensure formulation of relevant Operating strategy and its translation into clear performance objectives for direct reports and visibly promote accountability for achieving desired Service Levels, KRA’s and KPI’s. • Organize the Management Review process in the most effective and economic way and at the same time able to respond to business challenges. • Develop and maintain the SOP Manual, structure and staffing to ensure optimum performance at floor level. • To ensure that requisite quantitative and quality standards are adhered to. • Ensure low attrition and high employee motivation. Attributes • Reasonably deeper basic knowledge of IT Support Desk and SD+. Is able to understand and relate to the issues involved from the processing angle. • SAP Support Knowledge • Ability to suggest an approach well-integrated with Organizational capability and customer business needs. • Consulting capability on the subject – conceptualization of modern, more efficient ways to run PRIT Operations. • Ability to analyze all the Reports and MIS • Ability to understand stated and unstated items within self role and responsibility. • Ability to define and communicate roles, responsibilities and associated accountabilities to all stake holders with a bandwidth to run multiple projects. • Ability to analyze the SLA metrics, identify the possible risk area, define strategy to mitigate the same, take decisions to change the course of the Operations, if required.

أكثر...
نشر الموضوع إلى أصدقائك في الفيسبوك: