SERVICE DESK LEAD L1

Wipro; Región Centro; Sur place; MXN 533 049 - 888 415; Plein temps

Résumé du poste

A leading digital transformation partner is looking for a Service Desk Lead in Mexico. The role entails supporting service desk agents, managing escalated tickets, and leading engagement initiatives. You will be responsible for performance management, capacity planning, and developing team capabilities. The ideal candidate should have 3-5 years of service desk experience and strong leadership skills focused on customer service excellence.

Qualifications

• 3-5 years of experience in a service desk or IT support role.
• Strong leadership skills and ability to develop team capabilities.
• Experience in managing customer service processes and performance metrics.

Responsabilités

• Support service desk agents in prompt delivery & customer service.
• Advise and collaborate with agents on ticket resolution.
• Manage escalated work orders and coordinate with IT teams.
• Lead engagement initiatives and track satisfaction scores.

Connaissances

Customer service

Team management

Troubleshooting

Capacity planning

Performance management

Description du poste

Service desk lead

Job description:

• To support the service desk agents in prompt delivery & customer service
• Advise and collaborate with the agents on current issues and work toward the resolution of tickets
• Manage and coordinate escalated work orders from the ServiceDesk team that require additional troubleshooting and follow-up
• Coordinate with other IT teams as appropriate for closure of any escalated ticket
• Act as a liaison between Service Desk and other teams to ensure effective communication between teams
• To provide liaison and governance at both internal & client levels
• Undertake a weekly review of the First Line Service Desk call queues to ensure no unauthorized changes & mitigation of escalations
• Measure and report on service delivery performance metrics including customer satisfaction surveys and the incident tickets
• Lead in the development of good customer service practices across the service desk
• Produce statistics and management reports of the service desk to client & management
• Communicate all process related changes and technical updates to the team within specific timelines to ensure adherence to service desk guidelines
• Capacity planning and capability development
• Conduct capacity planning exercise to provide number of agents, skill levels to meet the Account Service Desk process fulfilment
• Conduct shift planning to meet the service requirements of the client as per SLAs agreed
• Perform briefings to Service Desk agents on changes or deployments that may affect volumes at the Service Desk
• Assist SD agents by providing first line support when workloads are high, or where additional experience is required
• Develop team skills and capability in managing processes to reach the desired productivity and efficiency by conducting process training/ refresher courses, providing performance feedback and managing bottom quartile team performers.
• Team Management
• Resourcing – forecast talent requirements as per the current and future business needs; hire adequate and right resources for the team; train direct reportees to make right recruitment and selection decisions
• Talent Management – Ensure 100% compliance to Wipro's standards of adequate onboarding and training for team members to enhance capability & effectiveness; build an internal talent pool of HiPos and ensure their career progression within the organization; promote diversity in leadership positions
• Performance Management – Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports; in case of performance issues, take necessary action with zero tolerance for will based performance issues; ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below
• Employee Satisfaction and Engagement – Lead and drive engagement initiatives for the team; track team satisfaction scores and identify initiatives to build engagement within the team; proactively challenge the team with larger and enriching projects/initiatives for the organization or team; exercise employee recognition and appreciation

Experience: 3-5 Years.

Reinvent your world. We are building a modern Wipro. We are an end‑to‑end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA— as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.