| Job Description: |
Role Descriptions: We are seeking an experienced Service Desk Lead to manage inbound support operations (calls and chats) for US-based customers.
The candidate will be responsible for leading a team, ensuring SLA compliance, delivering high-quality customer support, and driving operational efficiency.
Key Responsibilities
Lead and manage a team of Service Desk analysts handling inbound calls and chat support.
Ensure timely and effective resolution of incidents and service requests in line with SLAs.
Handle escalations from US-based customers and ensure high customer satisfaction.
Monitor team performance, conduct regular reviews, and provide feedback coaching.
Maintain adherence to quality standards, processes, and compliance requirements.
Coordinate with internal teams (L2/L3, Infrastructure, Application teams) for issue resolution.
Prepare and share regular reports on team performance, SLA adherence, and KPIs.
Drive continuous improvement initiatives and process optimization.
Ensure proper shift management and resource allocation.
Required Skills & Qualifications
Strong experience in Service Desk IT Support (Voice Chat) environment.
Proven experience in team handling leadership role.
Hands-on experience supporting US customers.
Excellent communication skills (verbal, written).
Strong understanding of ITIL processes (Incident, Request, Problem Management).
Ability to handle high-pressure situations and escalations.
Familiarity with ticketing tools (ServiceNow, Remedy, etc.).
Good analytical and problem-solving skills.
Willingness to work in US shifts (night shifts).
Preferred Skills
ITIL certification (preferred).
Experience in BFSI domain (if applicable).
Exposure to quality audits and reporting.
Key Competencies
Leadership & Team Management
Customer Handling (US Clients)
Communication Skills
Stakeholder Management
Process & SLA Adherence
Essential Skills
Provides first-tier technical support by directly responding to customer requests and inquiries.
Identifies IT productivity issues and provides troubleshooting, leveraging knowledge management practices, with the goal of remediating incidents.
Educates customers and communicates troubleshooting steps.
Resolves routine hardware and software incidents.
Follows documented workflow and established standards to resolve routine and newly reported issues.
Escalates to the appropriate technical resources for more complex incidents.
Adheres to customer communication engagement tool standards (including phone logging and ticketing systems) and is available during scheduled shifts.
Participates as an integral part of the team, exhibiting ownership, follow through, initiative, awareness and effective communication with customers, peers, upper tiers, and management.
No regular travel required.
Able to work assigned schedule subject to Progressive's flexible schedule policies and practices.
Able to work variable and flexible hours, such as nights, weekends, and holidays in response to business needs.
Skills: Desktop Management - Infrastructure Services (IS)~IT IS_Service Desk~Service Desk Management
Experience Required: 7+ years
Location: ~CHENNAI~BANGALORE~ |
