NTT

6 months ago

Team Lead, Managed Services Client Service Desk

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Last checked: 21 hours agoStatus: Live

Job Summary

Lead an entry-level service desk team within managed services, taking operational accountability for daily service desk activities. Drive client satisfaction by managing ticket/call handling, incident logging and categorization, prioritization, diagnosis, escalation ownership, and closure verification. Ensure KPI performance through resource allocation, attendance, daily huddles, coaching, and process improvements to continuously develop and enhance service desk operations.

Location: Karnataka

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Manage a team of junior service desk agents and/or administrators.
•Ensure resource allocation, attendance, KPI achievement, and planning activities.
•Contribute to managing tickets/calls, including accurate incident registration and categorization.
•Assign appropriate ticket prioritization codes and perform ticket diagnosis to identify symptoms and corrective actions.
•Monitor team performance, lead daily huddles, coach/train as needed, and recommend process improvements/escalate to resolve incidents timely.

Key Requirements

•Bachelor’s degree (or equivalent) in information technology or a related field.
•ITIL v4 specialist certification and knowledge are required.
•Some understanding of IT operations and company service offerings.
•Operational team management skills to effectively manage resources reporting to you.
•Entry level team management/leadership experience in a call center managed services/services delivery environment.

Experience:IT operationsManaged servicesService deliveryCall center managed services

Education:Bachelor's in information technology or related field

Skills:Client engagementService orientationCollaborationTeam managementProfessional communication

Certifications:ITIL v4 specialist

Tech Stack:ITIL v4

Company Brief

NTT

Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Valuation: Public Company (Market Cap in USD)

Headquarters: London, United Kingdom

Founded: 1983

Website LinkedIn

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NTT