Team Lead, Managed Services Client Service Desk

NTT America, Inc.; Karnataka; On-site; INR 600,000 - 900,000; Full time

Job summary

NTT DATA in Karnataka is seeking a Team Lead, Managed Services Client Service Desk to oversee a team of service desk agents and administrators, ensuring daily operations run smoothly and client satisfaction is maintained.

You will own performance metrics, guide ticket prioritization, coaching, and process improvements, and collaborate with stakeholders to drive service excellence in a global technology organization.

Qualifications

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

Responsibilities

• Manage a team of junior service desk agents and administrators.
• Ensure resource allocation, attendance and KPI achievement.
• Contribute to the process of managing tickets or calls logged at the service desk.
• Ensure incidents which are logged are accurately registered and categorized.
• Allocate appropriate ticket prioritization code at receipt and during logging.
• Ensure ticket diagnosis to determine symptoms and corrective actions.
• Take ownership and resolve or escalate incidents as needed.
• Check incidents are fully resolved and users are satisfied before closure.
• Ensure relevant actions are logged to enable tracking.
• Monitor team performance and identify training or coaching needs.
• Lead daily huddles and drive performance-enhancement solutions.
• Identify gaps in processes and provide improvement recommendations.
• Monitor backlog and escalate to engage the right team timely.

Skills

Team leadership

Client engagement

Service desk operations

KPI management

Incident management

Education

Bachelor's degree in IT or related field

ITIL v4 specialist certification

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 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:

On-site Working

About NTT DATA

NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year 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.

Third parties fraudulently posing as NTT DATA recruiters

NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters—whether in writing or by phone—in order to deceptively obtain personal data or money from you. All email communications from an @nttdata.com email address. If you suspect any fraudulent activity, please contact us ([e-mail]) .