Lead and manage a small service desk team to deliver effective IT support drive optimization through automation and AI and ensure highquality service to end users
Job Description
Provide service desk support to approximately 2000 users via Phone Chat Email and selfservice portal in English Manage incident and service request lifecycle with single ownership of tickets Monitor and guide team performance focusing on hygiene quality and continuous improvement Implement industry best practices to upskill and enhance team capabilities Possess strong knowledge of Windows 1011 and indepth troubleshooting of customer applications Act as Major Incident Manager coordinating critical incident management and communications Perform remote diagnostics and troubleshooting incident escalation and knowledge management Support VIP users and monitor digital experience Oversee Converged Ops L15 team 24x7 supporting applications and infrastructure using SOPs Utilize LTIMindtree tools such as Chatbot ServiceNow and Joritz for service desk operations Drive automation initiatives including stubcodes swivel tool implementations and minor workflow automations Leverage advanced analytics and knowledge base to reduce ticket backlog and improve first call resolution Focus on productivity and automation benefits targeting 510 improvement from year 2 onwards through improved MTTR firsttime closure rates and event correlation to reduce noise and enable autoresolution
Roles and Responsibilities
Lead and manage a small service desk team ensuring high performance and adherence to service standards Identify and implement optimization opportunities involving automation and AI to improve service efficiency Monitor team metrics and drive continuous improvement in service quality and user satisfaction Coordinate incident and service request management ensuring timely resolution and escalation when needed Develop and maintain knowledge management processes to empower the te