Summary of the position
This role is responsible for managing the entire operation of level 2 service desk process. The role is crucial to ensuring the service deliverables are met with high quality standard.
The role requires valuable understanding of customer management, stakeholder management, Team management and leading offshore services.
The role will report to Service desk manager and part of leadership team with-in managed services.
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
• Provide leadership of the Service Desk team in the absence of senior members.




• Dealing with people and task management for helpdesk resources on regular basis.
• Communicating with senior staff members at PMC and senior members of our customers’ IT teams.
• Liaising with the Service Desk Manager, Application Support Manager, Team Leader(s) and other Deputy Team Leader(s) to align the day-day activities of the Application Support Team to ensure a good level of service is delivered into the customers
• Cover any other management duties in the absence of the Team Leader(s) locally or as requested.
• Helping leadership team in managing roster, leaves and resource plan for reporting team members.
• Provide clear feedback to the rest of the leadership team on topics including workloads, escalations, SLA breaches, major incidents etc.
• Help the Application support leadership team to drive the standard operating procedures and support best practices
• Help manage shift rotas for the team to ensure appropriate levels of cover are available always including we

📌 Team Lead (Vadodara)
🏢 PMC Commerce
📍 Vadodara