Service Desk Team Lead

4 weeks ago

Scottsdale, Arizona, United States LTIMindtree Full time

About Us:

LTIMindtree is a global technology consulting and digital solutions company that enables enterprises across industries to reimagine business models, accelerate innovation, and maximize growth by harnessing digital technologies.

Position: Service Desk Lead

Work Location: Phoenix, AZ

Job Description

  • Key Responsibilities:
  • Manage, develop, and train the service desk team to ensure exceptional customer service and support.
  • Develop and implement processes to ensure thorough documentation, consistent auditing, and regular improvement of service desk operations.
  • Conduct and share results from service and operation performance reviews to drive continuous improvement.
  • Promote the service desk as a core business asset and work with senior management to ensure its strategic importance.
  • Coordinate and manage stakeholders, including the support desk team, customers, and other teams involved in service desk operations.
  • Manage costs associated with running the service desk and ensure efficient use of resources.
  • Requirements:
  • Excellent verbal and written communication skills.
  • An active and empathetic listener.
  • Excellent organizational skills with the ability to multitask.
  • Ability to manage own time effectively and be prompt and punctual.
  • Experience working effectively within a team and collaborating with others to achieve a goal.
  • Demonstrable ability to think critically and provide solutions through various problem-solving techniques.
  • Drive, self-motivation, and ability to work independently.
  • Knowledge and understanding of best practice frameworks, such as ITIL and ISO20k, for delivering IT services.
  • Sound knowledge and experience supporting a range of IT applications, platforms, and technologies.
  • Ability to clearly and accurately communicate processes and procedures verbally and in writing.
  • Ability to produce management information reports from ITSM systems.
  • Experience working accurately and confidently with service desk tools and technology, such as ITSM, remote access, and knowledge resources.
  • Experience developing professional and effective working relationships with customers and key stakeholders.
  • Experience delivering a high level of customer service.
  • The necessary skills and attributes to integrate successfully into a busy team.
  • Preferred tools: ServiceNow, Nice.
  • Ability to multitask, meet deadlines, prioritize requests, and work independently.
  • Able to communicate effectively with both business partners and IT professionals.
  • Able to effectively collaborate cross-functionally at varying levels in the organization.

LTIMindtree is an equal opportunity employer that is committed to diversity in the workplace. Our employment decisions are made without regard to race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), gender identity or expression, national origin, ancestry, age, family-care status, veteran status, marital status, civil union status, domestic partnership status, military service, handicap or disability or history of handicap or disability, genetic information, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientation or preference, or any other characteristic protected by applicable federal, state, or local law, except where such considerations are bona fide occupational qualifications permitted by law.

Safe return to office: In order to comply with LTIMindtree's company COVID-19 vaccine mandate, candidates must be able to provide proof of full vaccination against COVID-19 before or by the date of hire. Alternatively, one may submit a request for reasonable accommodation from LTIMindtree's COVID-19 vaccination mandate for approval, in accordance with applicable state and federal law, by the date of hire. Any request is subject to review through LTIMindtree's applicable processes.

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