IT Support Team Lead

Company Description

Resillion is a strategic quality partner - providing global quality engineering, testing, conformance, interoperability, and assurance services from initiation to launch - across software systems, cyber security, devices, digital products and media content.

With a passion for quality, Resillion delivers end-to-end solutions to support clients throughout their strategic digital initiatives offering a holistic approach across software and hardware.

Through our offices in Europe, UK, USA, India and China, we bring together 700+ experts with a commitment to driving success, combining the best human and artificial intelligence (AI) to deliver cutting-edge, quality engineering solutions.

Resillion offers deep sector expertise and partners with the world's leading companies in Telco, Media, Energy & Utilities, Healthcare, Finance and Consumer Electronics. www.resillion.com.

Job Description

Role: IT Support Team Lead

Location: Bangalore (Hybrid Mode)

Experience Range: 7-12 Years

Required skills & Responsibilities:

• 8+ years of experience working in Service Desk as Lead/Manager in a fast-paced environment.
• Subject matter expert in ITIL V3 or V4 service management with a proven background in Service Desk, Incident, Problem, and Change Management
• Technical understanding and hands-on experience on Windows, Linux, Server, Firewall and switches, backup & storage, GAM, DNS, O365, VMWare, Network Protocols, WAPs
• Manage the day to day operations of the 24/7 Global Service Desk team, working across multiple geographical locations providing phone, email, and chat
• Drive and ensure success on Preventative Audits and drive RCA accuracy and initiate Service Improvement for proactive fixing of issues in future.
• Ensuring Service & Quality Assurance objectives are successfully met
• Provide hardware / software / network problem diagnosis
• SLA Mgmt. Ticketing tools mgmt.. MS-office proficiency.
• Manage L1, L2 on shift management, SLA mgmt., trainings, access and oversee the daily performance of IT service requests, incidents, and problems.
• Oversee team schedules and resource capacity for each shift.
• Building Knowledge management
• To provide reports to an agreed schedule (or on request), including management and account performance reports.
• Develop and maintain detailed runbooks and crisis management protocols to ensure quick response and resolution of incidents.
• Knowledge of current IT and cybersecurity trends and best practices.
• Monitor service desk performance metrics and KPIs to identify trends, areas for improvement, and opportunities for optimization and operational efficiency.
• Manage service desk queues, escalate appropriately, managing incidents and service requests.
• Manage process for communicating outage/emergency activities to the organization.
• Maintain and improve all Service desk processes and documentation including Service catalogue, SOP’s and work instructions.
• Review all work of the Service Desk agents, and perform quality checks on service desk agent’s adherence to processes.