Track Lead (Support & Operations)

Experience: Not Available to Not Available years

Location: Chennai, India

Skills: Help Desk, Desktop Support, Technical Services, Leadership, Interpersonal Skills

Job Summary
Supervise the day-to-day operations of the WBG IT Service Desk, to include scheduling of rotations and ensuring proper coverage at Tier 1.

Key Responsibilities
Responsible for the recommendation of hiring/firing personnel, performance evaluations and related compensation, discipline, pay reporting and training of assigned staff to ensure operational effectiveness of group. (Including but not limited to completing appropriate documentation, request for UPI, new employee paperwork submission, account creation requests, equipment distribution and tracking, quarterly reviews, review and maintenance of weekly performance reports, scheduling including remote shift schedule, holiday coverage, vacation, sick and comp time tracking...)
Identifies, prioritizes, and confirms resolution of reported problems with desktop, laptop and networked systems. Ensures all phases of desktop support including installations, upgrades, software, hardware, operating systems, and operating systems configuration issues are properly coordinated, monitored and resolved. (Follow up on issues identified by staff or open outages in a timely manner keeping Project Manager informed of progress, ...)
Provides task leadership to assigned staff and coordinate related on-site
Manages the activities and personnel associated with providing technical services to internal and external customers.
Facilitates and participates in employee team meetings
Manages conflict and deals effectively with others in an antagonistic situation




Takes and documents immediate action when confronted with a problem or when made aware of a situation regarding employee performance
Uses available resources (people, processes, tools) to complete work efficiently
Presents a positive disposition and maintains constructive interpersonal relationships under stress
Uses appropriate interpersonal styles & methods to reduce tension or conflict amongst colleagues
Readily acting as point of escalation for agents in stressful situations

Skill Requirements
Implement Help Desk policies and procedures as set by the Program Mgr and WBG Mgmt.
Assess, provide, or communicate the need for additional tools or training to the Program Mgr.
Provide call statistics to WBG and HCL management on daily and weekly accomplishments. Respond to ad hoc requests for statistics from WBG management and/or support partners.
Monitor call statistics daily to ensure that work methods are in line with contract metrics, keeping the Program Manager up to date.
Act as a point of escalation during prime and non-prime hours, for sensitive, high profile issues, keeping the Program Manager properly updated.

Other Requirements
Monitor the GSS queues to ensure a smooth transition of unresolved night shift problems.
Provide adequate notification and follow-up to problem resolution within the problem priority and escalation guidelines.
An above average performance record with regard to attendance, punctuality and working overtime.
Flexibility regarding work hours.
Provide efficient, courteous, and responsive 1st and 2nd Tier help desk support to all WBG staff and their representatives when required. This includes logging all incoming problems and requests.
Operations Lead possesses:
Must possess and demonstrate solid, positive leadership qualities consistently.

📌 Track Lead (Support & Operations) (Chennai)
🏢 HCL Technologies
📍 Chennai