Team Lead, Managed Services Client Service Desk

Make an impact at NTT Global Data Centers

Join NTT Global Data Centers and be part of a team that drives innovation and sustainability in the digital world. With over 150 data centers across more than 20 countries globally, we offer unparalleled opportunities to work on cutting-edge technology and transformative projects. Experience a collaborative, innovative, and inclusive workplace where your ideas are valued, and your growth is supported.

Your role at a glance

Manage a team of service desk agents and team leads, ensuring proper staffing, attendance, and achievement of KPIs. I help oversee tickets and calls logged at the service desk, making sure incidents are accurately recorded, categorized, prioritized, and diagnosed. I take ownership of escalated issues, resolve them or escalate further when needed, and confirm that users are satisfied before closing incidents. I ensure all actions are logged clearly for tracking.

What we are looking for

Key Roles and Responsibilities:
Responsible for managing a team of service desk agents and team lead(s)
Management of the Service Desk Team including ensuring resource allocation, attendance, effective achievement of KPI’s and planning activities
Contribute to the process of managing tickets or calls logged at the service desk
Ensure all incidents which are logged, are accurately registered and categorized
Ensure the allocation of an appropriate ticket prioritization code upon receipt of the ticket/call and during the logging process
Ensure ticket diagnosis is conducted to discover the full symptoms, determine what has gone wrong and how to correct it
Ensure reported faults are investigated and diagnosed
Be expected to take ownership and resolve or further escalate escalated incidents
Check incidents are fully resolved, and users and/or clients are satisfied and agree to close the related incident
Ensure relevant actions have been logged to enable tracking
Train Service Desk Agents and cultivate the service excellence mindset in the Service Desk team
Monitor the performance of Service Desk Agents and identify any training/ coaching intervention required
Mentor and coach Service Desk Agents to improve their performance, as part of the continual service improvement process
Lead the discussion of the daily huddles and ensure performance-enhancement solutions are identified and implemented
Identify gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement
Monitor backlog and use escalation channels to get the right team involved in resolving tickets in a timely manner

Knowledge, Skills and Attributes:
A good understanding of the vast range of IT operations and NTT service offerings
Display excellent levels of client engagement
Service orientated in nature
Demonstrate operational team management and leadership skills and be able to effectively manage the resources that report to them
Excellent collaboration skills and ability to interact professionally
Broad understanding of project management principles
Academic Qualifications and Certifications:
Bachelor's degree or equivalent in information technology or related
Relevant technical certifications preferred
ITILv4 foundation knowledge is required

Required Experience:
Demonstrated relevant work experience gained in call centre managed services/services delivery environment within a medium to large information technology environment
Entry level team management/leadership experience
Demonstrable experience leading a team of service desk agents

Qualifications

Associate or bachelor’s degree in information technology, Computer Science, or a related field.

Minimum of 3 years of experience in an IT support or service desk role.
ITIL v4 Foundation knowledge is preferred.

Who we are

As the third largest data center provider, we operate over 150 data centers in more than 20 countries and regions. We understand that every business – large and small – has its own unique needs and goals. We offer local-to-global data center expertise, aligned with our connected platform of AI-ready data centers to create solutions that enable our clients to seamlessly scale their digital businesses, anywhere and anytime.