Summary Of The Position

The helpdesk team lead is responsible for managing the entire operation of the Helpdesk. The role is crucial to ensuring the service deliverables are met with high quality in terms of KPIs as per the customer SOW i.e. average speed of answer, First line fix rates, lost call rates, etc. This role will be aligned to PMC Managed service vertical and will responsible for managing the Helpdesk team of people responsible to work as the first point of contact for our customers and end users. Key responsibilities for this role are managing people who are direct reports, training, and coaching for helpdesk team members, escalation management, responsible for CSIP activities, etc. The candidate should lead by setting a right example within the team and create positive work environment. Should work together effectively and professionally for the greater good of all. The candidate should be willing to work in 24*7 workplace, with different shift patterns as per the business needs.

The utilization of mentioned role further bifurcated into, (not limited to)





40% people management responsibilities (includes 121, PDR, team meetings, local and senior management reportings or meetings, etc)
20% in Process improvement, knowledge management and service challenges & mitigation.
20% managing service deliverable and maintain service health.
10% customer/ service escalation and process management.
10% project or Non-BAU activities management.

Key Accountabilities

Managing a team of customer service advisor in a 24*7 environment which involves rostering, scheduling and contingency planning based on workflow
Collaborate and engage with service desk team daily, initiate team meetings, and daily huddles as required.
Hold regular workload management meetings with Helpdesk leadership team to ensure tickets and calls are being distributed appropriately and that the is meeting its objectives.
Assist customer service advisor in providing first line support based on wor

📌 Team Lead Level 1 (Vadodara)
🏢 PMC
📍 Vadodara