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    Desktop Lead - Houston, United States - eTeam

    eTeam
    eTeam Houston, United States

    1 month ago

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    eTeam background
    Description

    As a lead, the candidate should be a minimum of 8-10 years of experience managing End User support environment onsite at client location and will manage the team activities.

    Responsibilities:

    • Having experience of managing a team of 10+ members covering deskside support locally and globally across other sites
    • Act as single point of contact for customer to deliver the service and set the right expectation
    • Manage service escalation to resolution and identifies continuous improvement opportunities as appropriate
    • Serve as an escalation point of contact with the primary focus on restoring the services. Experience on ticketing tools in managing incidents and services.
    • Ensure VIP support for users on high standard and customer service
    • Keep the knowledge base and runbook for the team updated with new resolution and process appropriately
    • Manage and ensure the adherence of SLAs across the towers. Coordinate all activities required to lead significant incidents in compliance with SLAs and OLAs.
    • Appropriately manage operations and conduct operational review meeting with customer stakeholders.
    • Demonstrate good interpersonal skills with team and customer.
    • Ensuring that effective communication is maintained with the executives, business leadership during a major incident
    • Good in communication with end users, able to articulate issue and help team to resolve it.
    • Work with service delivery management team to prepare a report on major changes to ensure appropriate and required communications are sent to the executives and stakeholders in-line with the business impact
    ITIL certification added advantage

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