Service Desk Team Lead

This position requires a leader with technical capabilities and communication skills - in both English and Spanish, to manage teams, ensure process compliances, resolution of escalations and maintains compliance to knowledge management process on a continuous basis within the guidelines, policies and Infosys values.

Areas of Responsibility

• Participates as a part of the transition team to prepare / review the process definition & documentation for the specific process within his/her purview.
• Co-ordinates training for the team.
• Leads the team to the accomplishment of operational objectives in a professional environment that is aligned to the values and policies of Infosys.
• Prepares the service quality plan
• Ensures that team members meet quality assurance standards.
• Ensures that the team adheres to established Service Level Agreements and meets all performance targets.
• Prepares daily, weekly, monthly and quarterly reports and presents them to relevant stakeholders.
• Implements resource deployment and ongoing monitoring of resource allocation in order to ensure budget compliance.
• Identifies training needs for team members and ensures training implementation in order to ensure competency development.
• Monitors / ensures process compliance and updates knowledge documentation as required.
• Resolves escalations from the client to maintain customer relationship.
• Identifies gaps and deploys improvements to the existing processes.