Update the Service Manager regarding any issues of operational significance
Analyze regular performance reports and take action 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
Develops training and performance improvement plans for team members
Proposes innovation and improvements to current processes/procedures/tools to the Training, Process & Tools Lead
Experience in managing remote/dispersed teams of technical engineers
Closely work with the project team for delivery of the required objectives and communicate the issues to the manager and concerned stakeholders for resolution.
Ensure that required resources including training for the project(s) are timely acquired as per the project plan.
Obtain required information from the project team(s) for compilation and onward submission of progress summary.
Document project requirements, objectives, and status reports.
Facilitate communication across teams and escalate bottlenecks/hurdles being faced for resolution.
Escalate and drive resolution of support issues.
Soft Skills
Microsoft Office Suite. Advanced Excel, Powerpoint, Outlook, and Word.
Drafting Technical Skills
Resource management and team handling skills
Positive Attitude and pro-activeness
Good communication skills.