TEAM LEADER ASS. (4)

Service Desk Team Lead

The Team Leader is accountable for all services provided by the Global Service Desk to a customer

account or group of customer accounts, ensuring those services are delivered to established in

Operations Level Agreement (OLA)/ Service Order (SO) and Quality standards. This includes co-

ordination and direct/ indirect management of activities and resources. The role is also accountable for

overlooking the changes of scope to a customer account as well as assisting when required specific

transition project activities when new business is brought into the Global Service Desk.

Qualifications

• Bachelor Degree in Computer Science or equivalent

• 5+ years working experience;

• Qualified to ITIL foundation level;

• A technical qualification and a customer service qualification is desirable but not essential

• Required language(s): English.

• Able to converse in Mandarin will be an added advantage

 

Core  responsibilities

Own the Service

• Own, manage and be accountable for service performance a specific customer contract(s) against

the contracted OLA/SO;

• Be the single point of contact for the Service Delivery Manager(s);

• Represent the Service Desk at relevant meetings (organize and participate to monthly project

reviews);

• Have involvement in managing the contracted relationship with third party suppliers, where this is

relevant;

• Maintain good liaison with other delivery groups and teams;

• Maintain good liaison with Service Manager to ensure they are satisfied with the services provided

by the Service Desk;

• Maintain an effective understanding of the customers’ business, business requirements, IT needs

and how IT will support and enhance their business;

• Review daily, weekly and monthly KPIs reports for the assigned customer account to ensure that

service is delivered according to Global Service Desk standards (quality, productivity and time

wise);

Own the Operational Level Agreement

• Define and maintain a Service Description(s) and OLA/SO document(s) for an assigned customer

account(s);

• Act as the escalation point for technical, process and OLA/SO issues raised by Service Desk

teams;

• Plan, schedule and allocate work across teams so that the service provided to the customer is in

accordance with the OLA/SO;

• Assess impact and validate/approve change of scopes (OLA/SO and/or scope of service);

Manage Resources

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• Review and analyze call volumes by hour and adjust resource levels and shifts accordingly;

• Identify and take appropriate actions based on daily, weekly and monthly KPI reports;

• Undertake resource planning and to assess impact of resource utilization on profit margins and

budget;

• In conjunction with the Operations Manager determines how to best manage changes of scope for

an assigned account(s) that will eventually impact the service delivered by the Service Desk;

Lead and motivate the team

• Have direct involvement in the work being undertaken by the team;

• Provide technical advice to the team;

• Ensure effective communication across teams utilizing appropriate material;

• Where the customer is global, liaise with counterparts from other global service desks, to ensure

re-distribution of training/awareness;

• Carry out performances appraisals and assessments on a regular basis;

• Coach, develop and motivate team members;

• Perform call shadowing and additional coaching during the take on of new/ incremental business;

• Plan and schedule training;

• Provide on-the-job training and coaching to a team where this is appropriate and needed;

• Work with the Operations Manager on the recruitment and induction of new staff and ensure

training and development needs are identified and planned for;

• Select analysts to assist in the transition of new/ incremental business;

• Responsible in performing interviews and hiring for staffing purposes within MSD

Drive the business

• Assist project manager(s) for specific projects where scope is appropriate and relevant;

• Conduct regular meetings with other Team Leaders and Managers to monitor and review

resourcing issues, progress of projects, outstanding problems and to ensure teams within the

group are working well across one another ensuring the Operations Manager is kept informed as

necessary;

• Produce regular monthly reports in predefined format to the Operations Manager;

• Undertake financial authority responsibilities as directed by the Operations Manager.

• Work in hand with Continuous Improvement team in driving center initiatives and driving towards

results

• Driving resolution rate of owning contract towards center target

• Owning ticket performance of service desk against Incident and Change tickets.

Other  responsibilities

Quality assure service

• Quality assure the work outputs of the team and ensure that work and the work environment is

maintained to Quality standards;

• Randomly monitor calls for quality;

• Randomly review tickets for quality;

• Calibration with Quality specialist to perform quality check and produce result report with coaching

evidence as per requirement

• Identify new knowledge for the knowledge base;

• Enforce Service Desk and company policies and procedures;

• Identify issues and problems quickly and accurately and resolve in a timely, structured and logical

way thoroughly exploring the background and alternatives;

• Conduct and document meetings effectively;

Main Deliverables

• Reports (If required as per contract)

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Skill set & Experience

General

• People And Team Management Skills;

• Good General Management And Business Process Skills And Abilities;

• Presentation Skills;

• Communication Skills – Both Written And Verbal;

• Flexible to work for multiple regional hours such as APAC, UK and US shift is a MUST. Working

outside office hours (occasionally) and on standby duty (if applicable).

• Ability To Develop Good Relationships With Customers And Assess Their Needs;

• Ability To Remain Calm Under Pressure And In Crisis;

• Good Interviewing Skills;

• Experience Of Working In Project Teams,

• Ability To Provide On The Job Training To Others;

• Good Delegation Skills;

• Good Listening Skills;

• Show Awareness Of Wider Implications Of Decisions;

• Ability To Help Identify Development Needs Of Staff And Help Them Develop Their

Competencies;

• Skills In Organizing And Assessing Resource Requirements For Work Activities.

Technical

• High degree of technical competence in the specific technologies relevant to the team;

• Sound analytical and problem-solving skills;

• Proven understanding of the concepts of project management including project planning

techniques and relevant tools;

• Good all round knowledge of the IT infrastructure environment (functional and technical);

• Demonstrates a very good understanding of how the area of work being delivered by the team is

meeting the requirements of the business;

• Sound knowledge and experience of the working procedures relating to the work carried out by the

team and group;

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