HelpDesk Operations Lead

Position Description:

The Lead Consultant Operations Team Lead is responsible for managing the performance and productivity of the service desk team overseeing incident resolution maintaining service levels and ensuring a high standard of customer satisfaction. They lead by example providing guidance support and coaching to team members to optimize performance and achieve service goals. The role may be shared across engagements with similar project and skills requirements.
These Terms of Reference apply for the role of Lead Consultant Operations Team Lead.

Your future duties and responsibilities:

Your main responsibilities as Lead Consultant Operations Team Lead are but not limited to the following:

Team Management:


Lead coach and mentor service desk agents to ensure high performance productivity and morale.
Assign tasks monitor workload distribution and manage scheduling to ensure adequate coverage and timely response to service requests.
Conduct performance evaluations provide constructive feedback and identify opportunities for training and development.
Set clear expectations goals and objectives for team members and provide ongoing support and guidance to ensure alignment with organizational objectives.


Operations Management:


Oversee day-to-day operations of the service desk including incident management service request fulfillment and problem resolution.
Ensure adherence to established processes procedures and service level agreements (SLAs) to maintain high standards of service delivery and customer satisfaction.
Lead the resolution of incidents and problems by coordinating with technical teams prioritizing tasks and escalating issues as needed to ensure timely resolution and minimal impact on operations.
Analyze incident trends root causes and recurring issues to identify opportunities for improvement and implement preventive measures.


Quality Assurance:


Implement and enforce quality assurance processes to maintain service desk standards and ensure consistent delivery of high-quality support.
Provide feedback coaching and training to team members to enhance technical skills customer service skills and overall performance.


Resource Management:


Manage service desk resources effectively including technology tools knowledge bases and documentation to support efficient service delivery and troubleshooting.
Monitor and optimize the use of service desk resources to minimize downtime maximize productivity and meet service level targets within budgetary constraints.


Customer Relationship Management:


Foster positive relationships with internal and external customers by delivering responsive empathetic and professional support.
Address customer concerns complaints and escalations in a timely and satisfactory manner striving to exceed expectations and build trust and loyalty.


Continuous Improvement:


Identify opportunities for process improvements automation and innovation to enhance service delivery increase efficiency and optimize operational performance.
Collaborate with stakeholders to implement best practices tools and technologies that improve service desk operations and support organizational goals.


Reporting and Analysis:


Generate regular reports on service desk performance metrics including incident volume response times resolution rates and customer satisfaction scores etc.
Analyze data trends identify patterns and recommend action plans to address issues improve service levels and drive continuous improvement.


Professional Development:


Engaging in continuous learning and professional development activities to enhance teaching skills broaden technical knowledge and stay abreast of changes in the field. This might include attending conferences workshops or pursuing certifications relevant to technical training.


These are intended to describe the general nature and level of work. They are not to be construed as an exhaustive list of all responsibilities duties and skills required of a member as classified. All members may be required to perform duties outside of their normal duties from time to time as necessary.


Other responsibilities include:


To work in partnership with local management colleagues and clients at all levels to ensure requests are resolved to the satisfaction of the customer.
Follow agreed escalation procedures.
To come in on time and on scheduled shift and breaks assigned by people manager.
Assists other co-members in processing non-complex incidents or service requests as necessary assigned by the Service desk management team or Service Desk Manager.
Advise people manager of planned/unplanned leaves as below or depending on the engagements policies.: Vacation leave at least 2 weeks in advance of planned leave date. Sick leave - at least four (2) hours prior to the start of the shift. A member when using sick leave must notify his team lead (or next higher-ranked manager) via a via mobile phone call within the prescribed lead time.
Maintain quality standards in accordance with agreed metrics.
Ensure that all quality deficiencies are corrected in a timely manner for activities in your function.
To submit necessary service delivery reports.
Ensure feedback is given to people manager if potential issues are detected.
Ensure feedback is given to the people manager if process improvement measures can be implemented.
Ensure attendance at planned meetings.

Required qualifications to be successful in this role:

Education

At least a vocational Diploma Short Course Certificate Undergraduate or Bachelors/College Degree in any field.



Knowledge and Skills

1. Leadership Skills


Ability to inspire and motivate team members to achieve their goals and meet service level agreements (SLAs).
Strong decision-making skills to resolve issues promptly and make judgments in high-pressure situations.
Capacity to provide direction and guidance to team members while fostering a positive and collaborative work environment.
Skill in delegating tasks effectively and empowering team members to take ownership of their responsibilities.



1. Communication Skills


Excellent verbal and written communication skills to interact with team members upper management and other stakeholders.
Ability to convey information clearly and concisely whether in team meetings email communications or one-on-one discussions.
Active listening skills to understand the needs and concerns of team members and address them appropriately.
Skill in delivering feedback both positive and constructive to help team members improve their performance.




1. Technical Knowledge


Proficiency in using service desk software ticketing systems and other relevant tools to monitor and manage service desk operations.
Understanding of ITIL (Information Technology Infrastructure Library) framework and its application in service desk management.
Familiarity with common technical issues and troubleshooting techniques to assist team members in resolving complex problems.
Ability to stay updated on emerging technologies and best practices in service desk management.




1. Problem-Solving Skills


Capacity to analyze operational data and identify areas for improvement in service delivery and efficiency.
Skill in troubleshooting operational issues and implementing solutions to address them.
Ability to anticipate potential challenges and proactively implement contingency plans to mitigate risks.




1. Team Management Skills


Experience in recruiting training and developing team members to build a high-performing service desk team.
Knowledge of performance management principles and techniques to set goals provide regular feedback and conduct performance evaluations.
Ability to foster teamwork and collaboration among team members to achieve common goals.
Skill in conflict resolution and mediation to address interpersonal conflicts and maintain a harmonious work environment.




1. Customer Focus


Commitment to delivering excellent customer service and ensuring that customer needs are met or exceeded.
Ability to instill a customer-centric mindset in team members and emphasize the importance of customer satisfaction.
Skill in handling escalated customer issues and resolving them in a timely and satisfactory manner.




1. Continuous Improvement


Willingness to seek feedback from team members stakeholders and customers to identify opportunities for process improvement.
Capacity to lead process improvement initiatives and implement changes to enhance service desk efficiency and effectiveness.
Commitment to ongoing learning and professional development to stay updated on industry trends and best practices.



Experience

Previous IT support / IT Service Desk Experience / Technical Support Representative.
Proven experience in a service desk or technical support role with at least 2 years in a Supervisory or Leadership capacity.


Others

Willing to work in a shifting schedule (ex. Night shift weekend shift holidays 24/7 Support)
Willing to work 100% onsite when needed.
Willing to work in OWS Mckinely Taguig or Alpha Ortigas Site.

Skills:

• Amazon Simple Email Service
• Customer Service & Support
• Leadership
• ServiceNow

What you can expect from us:

Together as owners lets turn meaningful insights into action.

Life at CGI is rooted in ownership teamwork respect and belonging. Here youll reach your full potential because

You are invited to be an owner from day 1 as we work together to bring our Dream to life. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.

Your work creates value. Youll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas embrace new opportunities and benefit from expansive industry and technology expertise.

Youll shape your career by joining a company built to grow and last. Youll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our teamone of the largest IT and business consulting services firms in the world.