Team Lead, Managed Services Client Service Desk

NTT AUSTRALIA PTY

On-site
Operational management of service desk team
Client satisfaction and engagement
Ticket management and resolution
NTT DATA is seeking a Team Lead for their Managed Services Client Service Desk, responsible for overseeing a team of service desk employees and ensuring client satisfaction through effective operations management. The ideal candidate should possess relevant IT experience, team management skills, and a commitment to service excellence

Job Summary

  • The Team Lead, Managed Services Client Service Desk is responsible for the operational management of a team of service desk employees, ensuring client satisfaction through daily operations and team management.
  • Key responsibilities include managing junior service desk agents, ensuring resource allocation, effective KPI achievement, ticket management, and incident resolution.
  • The role requires monitoring team performance, identifying training needs, leading daily huddles, and providing recommendations for process improvements.

Matching Summary

Match Score: 85

NTT DATA is seeking a Team Lead for their Managed Services Client Service Desk, responsible for overseeing a team of service desk employees and ensuring client satisfaction through effective operations management. The ideal candidate should possess relevant IT experience, team management skills, and a commitment to service excellence.

Skills & Requirements

Must-have

  • Operational management of service desk team
  • Client satisfaction and engagement
  • Ticket management and resolution
  • Performance monitoring and coaching

Nice-to-have

  • Pushing boundaries of what is possible
  • Embraces diversity and inclusion
  • Continuous development and improvement

Key Requirements

  • Bachelor's degree or equivalent in information technology
  • ITIL v4 specialist certification and knowledge
  • Demonstrated relevant work experience in call center managed services
  • Entry level team management/leadership experience

Work Rights

Not specified

Tailored Resume

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