Service Desk Team Lead  

Duties and Responsibilities:
1. Proactively monitors all systems and respond to alerts according to predefined guidelines
2. Workload planning distribution
3. Handle day to day escalations
4. Drive process improvement initiatives
5. Monitor performance & drive internal reviews with team
6. Manages enterprise-wide communication of any processing variance in accordance with communication standards, including providing detailed Post-Incident report for applicable issues
7. Thoroughly and efficiently gathers all User information required to assess/resolve User-impacting issues
8. Resolve technical issues in a timely fashion, engage appropriate teams as needed and provide responses within designated SLAs
9. Effectively and professionally works with technical counterparts to resolve all User-impacting issues
10. Continuously maximize efficiency by increasing proficiency in the use of all information systems and applications available to service the Users
11. Builds strong relationship with other Divisions, including definition of escalation paths, response SLAs, etc.
12. Maintains strong working knowledge of all aspects
13. Perform other projects/duties that may be assigned from time to time
14. Support, communicate, reinforce and defend the mission, values and culture of the organization

• Candidate must possess at least Bachelor's/College Degree in Computer Science/Information Technology or equivalent.
• Must have at least 5 years of working experience in Technical & Helpdesk Support or equivalent is required for this position and 2 years’ experience of leading team
• Required Skill(s): excellent communication skills via different mediums, strong customer service focus,
• Technical Skill(s) MS Office, Windows, MS Outlook, Monitoring tools, Ticketing tolls, CMS
• Experience in adhering to and achieving SLAs
• Experience in handling solutions and financial companies is preferred but not required
• Proven ability to lead teams towards common goals with aggressive timelines