Job Description:
As a Service Lead, you will be responsible for planning and implementing Service Desk strategies, optimizing operations, and ensuring exceptional service delivery. This role involves managing team leaders and service desk staff, driving performance improvements, and maintaining strong client relationships. You will play a key role in achieving operational excellence, meeting SLAs/KPIs, and supporting strategic growth initiatives.
Key responsibilities include
Operational Management
- Oversee daily operations and ensure compliance with SLAs and KPIs.
- Identify and implement process improvements to enhance efficiency.
- Monitor operational metrics and take corrective actions when needed.
- Escalate issues promptly and manage resolution of complex customer escalations.
- Participate in strategic planning and long-term operational initiatives.
- Drive service improvement projects and ensure adherence to company policies.
People Leadership
- Lead and motivate Team Leaders and Coaches to achieve performance goals.
- Foster a culture of collaboration, loyalty, and continuous improvement.
- Monitor individual and team performance; provide timely feedback.
- Manage employee development plans and conduct performance reviews.
- Handle employee relations and resolve conflicts effectively.
Client Engagement
- Build and maintain strong relationships with clients.
- Actively listen to client needs and deliver high-quality solutions.
- Ensure customer commitments are met and manage escalations professionally.
Resource & Quality Management
- Plan resource allocation based on forecasts and project requirements.
- Ensure adequate staffing and skill alignment for service delivery.
- Implement quality control measures and continuous improvement initiatives.
- Propose innovative solutions to enhance service quality and customer satisfaction.
Qualifications
- Minimum 3 years of customer service experience, including 12 years managing a team of 15+ in a Service Desk environment.
- Strong experience in resource management and service desk operations.
- Excellent communication and leadership skills.
- Ability to manage KPIs, budgets, and operational metrics.
- Highly organized, detail-oriented, and capable of multitasking in a fast-paced environment.
- College degree or equivalent experience preferred.
- Strong analytical and problem-solving skills.
