Sr. Service Desk Team Leader

Stefanini North America and APAC; Troy (MI); On-site; USD 70,000 - 100,000; Full time

Job summary

Stefanini North America and APAC is seeking a Service Desk Senior Team Leader to oversee daily operations and ensure SLA attainment. You will lead a team, develop comprehensive reports, and drive continuous improvement in delivery and quality across cross-functional teams.

The role emphasizes data analysis, reporting, and effective communication with clients to maintain high service standards and operational efficiency.

Qualifications

• Leadership experience in service desk or similar operations.
• Strong analytical skills with experience in reports, charts, and graphs.
• Excellent organizational skills with ability to manage multiple tasks and meet deadlines.
• Strong communication and interpersonal skills across departments and with clients.
• Willingness to work shifts and extended hours as needed.

Responsibilities

• Develop and maintain operations reports including dashboards and SLA reports.
• Perform detailed analysis with reports, charts, and graphs to highlight variances.
• Monitor KPIs to identify trends and areas for improvement.
• Provide weekly management reports summarizing performance and concerns.
• Deliver work to tight deadlines while managing multiple tasks.

Job description

Job Description

We are seeking a highly motivated and detail-oriented Service Desk Senior Team Leader to oversee our service desk operations. The ideal candidate will have a proven track record of managing teams in a fast-paced environment and a deep understanding of data analysis, reporting, and operational efficiency. As a Senior Team Leader, you will be responsible for developing comprehensive operations reports, analyzing delivery and quality performance, and ensuring that our service desk operates smoothly and efficiently to meet and exceed our service level agreements (SLAs) and Corporate Quality Objectives.

Key Responsibilities

• Develop and maintain operations reports, including but not limited to Performance Dashboards, Volume and SLA Report, Agent Score cards, Performance Gap Analysis to provide assessment of delivery and quality performance.
• Perform detailed analysis by creating reports, charts, and graphs to support business operations, highlighting production and quality variances from the standard.
• Monitor, analyze, and report on key performance indicators (KPIs) to identify trends, areas for improvement, and ensure adherence to quality standards.
• Provide weekly management reports, summarizing operational performance, areas of concern, and progress on key initiatives.
• Deliver work according to set timelines, managing tight deadlines while working on multiple, simultaneous tasks. Flexibility to work on a shifting basis and willingness to work extra hours as necessary.
• Coordinate with other departments to ensure a seamless operation and efficient resolution of cross-functional issues.
• Seek assistance and guidance from your Service Delivery Manager when necessary, while also being proactive in identifying solutions to operational challenges.
• Act as a key interface between the client and our organization, ensuring excellent communication and service delivery.
• Recommend and implement changes to operational processes and practices to improve efficiency and service quality.
• Ability to lead and manage projects, driving initiatives to completion and achieving project objectives.
• Carry out other related functions as may be assigned from time to time, demonstrating flexibility and a willingness to adapt to changing business needs.
• Abide by company policies and rules, maintaining a professional demeanor at all times.

Job Requirements

• Proven experience in a leadership role within a service desk or similar operational environment.
• Strong analytical skills, with experience in developing reports, charts, and graphs to support business decisions.
• Excellent organizational skills, with the ability to manage multiple tasks simultaneously and meet tight deadlines.
• Strong communication and interpersonal skills, with the ability to coordinate across departments and interact effectively with clients and team members.
• Flexibility to work in shifts and extend working hours as needed to meet business requirements.
• Demonstrated ability to lead and manage projects, driving them from inception to completion.
• Commitment to continuous improvement and excellence in service delivery.
• Professional demeanor, adhering to company policies and demonstrating a high level of integrity and professionalism.