MS Service Desk Team Lead.

Dimension Data Solutions Limited (Kenya); Bengaluru; Hybrid; INR 800,000 - 1,100,000; Full time

Job summary

NTT DATA is hiring for a Team Lead, Managed Services Client Service Desk to oversee a team of service desk agents in a hybrid working environment. The role focuses on daily operations, KPI achievement, and ongoing service improvement to ensure client satisfaction.

The ideal candidate has entry-level leadership experience, understanding of IT operations, and familiarity with service desk processes. ITIL v4 certification is preferred and may support future career growth within the organization.

Qualifications

• Understands IT operations and service delivery.
• Strong client engagement and service orientation.
• Experience leading a small team in a service desk or similar environment.
• Familiarity with project management principles and practices.

Responsibilities

• Lead a team of service desk agents and administrators.
• Ensure KPI achievement, attendance, and allocation of resources.
• Assist in ticket logging, categorization, and prioritization.
• Provide coaching to improve performance and service levels.
• Escalate and resolve incidents, ensuring customer satisfaction.

Skills

IT operations

Client engagement

Team management

Project management

Collaboration

Education

Bachelor’s degree in IT or related field

Job description

Make an impact with NTT DATA

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it's a place where you can grow, belong and thrive.

Your day at NTT DATA

The Team Lead, Managed Services Client Service Desk is an entry level subject matter expert, responsible for taking accountability for the operational management of a team of service desk employees (agents and / or administrators).

This role ensures client satisfaction by managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving.

Key responsibilities:

• Responsible for managing a team of junior service desk agents and / or administrators.
• Ensures resource allocation, attendance, effective achievement of KPI's and planning activities.
• Contributes to the process of managing tickets or calls logged at the service desk.
• Ensures all incidents which are logged, are accurately registered and categorized.
• Ensures the allocation of an appropriate ticket prioritization code upon receipt of the ticket/call and during the logging process.
• Ensures ticket diagnosis is conducted to discover the full symptoms, determine what has gone wrong and how to correct it.
• Be expected to take ownership and resolve or further escalation escalated incidents.
• Checks incidents are fully resolved, and users and/or clients are satisfied and agree to close the related incident.
• Ensures relevant actions have been logged to enable tracking.
• Monitors the performance of the team and identifies any training/ coaching intervention required.
• Leads the discussion of the daily huddles and ensures performance-enhancement solutions are identified and implemented.
• Supports with identifying any gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement.
• Supports with monitoring backlog and uses escalation channels to get the right team involved in resolving tickets in a timely manner.

To thrive in this role, you need to have:

• Some understanding of the vast range of IT operations and company service offerings
• Displays good levels of client engagement and service orientation.
• Demonstrates operational team management skills and ability to effectively manage the resources that report to them.
• Good collaboration skills and ability to interact professionally.
• Some understanding of project management principles

Academic qualifications and certifications:

• Bachelor's degree or equivalent in information technology or related field.
• Relevant technical certifications preferred.
• ITIL v4 specialist certification and knowledge is required.

Required experience:

• Demonstrated relevant work experience gained in call center managed services/services delivery environment within a medium to large information technology environment.
• Entry level team management/leadership experience.
• Demonstrable experience leading a team of service desk agents preferably within a global technology organization.

Workplace type :

Hybrid Working

About NTT DATA

NTT DATA is a $30+ billion business and technology services leader, serving 75% of the FortuneGlobal 100. We are committed to accelerating client success and positively impacting society throughresponsible innovation. We are one of the world's leading AI and digital infrastructure providers, withunmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers andapplication services. Our consulting and industry solutions help organizations and society moveconfidently and sustainably into the digital future. As a Global Top Employer, we have experts in morethan 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well asestablished and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion eachyear in R&D.

Equal Opportunity Employer

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us.