Team Lead- IT Service desk

Team Lead- IT Service desk
Inbox Business Technologies, Pakistan

1 Year
0 - 0
Job Type
Job Shift
Job Category
Career Level
Bachelor's Degree
Total Vacancies
1 Job
Posted on
Mar 9, 2023
Last Date
Apr 9, 2023

Job Description

Management of the Service Desk Team including ensuring resource allocation, attendance, effective achievement of KPIs and planning activities

To ensure delivery within primary area of Request Fulfilment / Incident resolution within contractual SLAs

Act as a point of hierarchical escalation

Regularly review teams ticket and call quality audits to ensure standards of quality are met routinely

Conducts coaching sessions with each team member to discuss contact quality reviews and individual performance scorecard

Prepares and conducts monthly and yearly performance reviews on each team member using the individual performance scorecard

Update Service Manager regarding any issues of operational significance â? Analyzes regular performance reports and take actions to ensure desired behaviors from team members

Handles escalations from dissatisfied customers and proactively reports such instances to the Service Desk Manager

Conducts team huddles and events to ensure high levels of team motivation as well as to communicate key updates â? Develops training and performance improvement plans for team members

Proposes innovation and improvements to current processes/procedures/tools to the Training, Process amp; Tools Lead

Experience of managing remote/dispersed team of technical engineers


Required years of experience: 3

Educational background: Bachelor of Science (BS or BSc.)

Field of study: Computer Science

Professional Qualification: IT

Soft Skills:

  • Teamwork.
  • Problem solving.
  • Communication.
  • Adaptability.
  • Critical thinking


Medical Insurance

Life Insurance

Job Specification

Inbox Business Technologies

Information Technology and Services - Islamabad, Pakistan