Team Leader - IT Service Desk

Computacenter Ltd • Pune

Pune

211433-en_GB

Life on the team

Team Leader in FLS’s shared service organization with IT Service Desk is responsible for overseeing the management of contracts and ensuring the efficient use of assets within the ServiceNow platform. You’ll get to work with some of the most talented and passionate people in the business and get exposure to leading edge technologies which will enable you to advance your skills.

What you’ll do

Lead a team of technical support specialists, ensuring that all service delivery goals, SLAs, and client requirements are met.
Provide daily support and direction to team members, ensuring effective issue resolution and maintaining high levels of customer satisfaction.
Foster a collaborative team environment, promoting knowledge sharing and professional development.
Conduct regular performance reviews, set clear goals, and provide feedback for continuous improvement.
Manage team workload, ensuring that tickets and tasks are distributed efficiently across the team.

Service Delivery & Support

Oversee the team's involvement in technical service operations, including device management, software deployment, and troubleshooting.
Ensure that incidents, service requests, and changes are handled in compliance with internal processes and best practices.
Collaborate with the Delivery Manager to monitor performance metrics and improve team efficiency.

Escalation Management

Act as the first point of escalation for technical issues, resolving complex problems and ensuring timely and effective solutions.
Work closely with internal stakeholders to address escalations, mediate conflicts, and ensure smooth service delivery.

Ticket Management & Reporting

Ensure that service tickets are logged, tracked, and resolved in alignment with SLA targets.
Monitor ticket queues, prioritize high-impact issues, and allocate resources effectively for ticket resolution.
Support audits of service tickets, ensuring data accuracy and compliance with processes.

Resource & Skills Development

Ensure team members are properly trained in relevant tools (e.g., Intune, Jamf, Office 365, ServiceNow) and service delivery processes.
Identify skill gaps and support ongoing training initiatives to improve team capabilities.
Coordinate with the Delivery Manager to ensure the team is adequately resourced for peak demand periods.

Collaboration with Cross-functional Teams

Collaborate with internal teams (e.g., IT, operations, vendors) to ensure alignment and effective execution of technical solutions.
Provide feedback to the Delivery Manager on team performance, challenges, and opportunities for process improvement.

Client Communication

Serve as a point of contact for clients when needed, ensuring that all technical issues are addressed in a timely and professional manner.
Support the Delivery Manager in managing client relationships and expectations.

Performance Reporting

Assist in tracking team performance metrics, including service uptime, ticket resolution rates, and customer satisfaction.
Provide regular updates on team performance, highlighting challenges and suggesting improvements.

What you’ll need

8+ years of experience in IT service desk with min 3 years of experience in Team Lead.
Proficient in Microsoft Intune for device management, software deployment, and security configuration.
Skilled in Jamf for Apple device management, including configuration, deployment, and security.
Experience with ServiceNow for incident, service request, and change management.
Office 365 Administration skills, including user management, license handling, and configuration.
Solid understanding of Wintel environments, including Active Directory, Windows Server, and server management.

Management & Leadership

Strong leadership skills to manage and motivate a technical team, ensuring high-quality service delivery.
Excellent communication skills for working with internal teams and clients.
Ability to prioritize tasks, manage multiple responsibilities, and meet deadlines in a fast-paced environment.

Operational Excellence

Experience with ticketing systems and queue management, ensuring efficient handling and resolution of service tickets.
Strong understanding of Resource Management to allocate appropriate resources for service delivery.
Ability to conduct audits and ensure compliance with service delivery standards.

Problem Solving & Escalation Management

Strong troubleshooting skills for resolving complex technical issues.
Ability to handle service escalations effectively, ensuring quick resolution while maintaining client satisfaction.

Why you should choose us

Open communication

Despite our size, we’re an open organisation that doesn’t hide behind hierarchy. We communicate regularly, openly and directly. For us, it’s about being straightforward, delivering and doing the right thing. Essentially, we’re people dealing with people.

Showing appreciation & having fun

Great performance is recognised, so too is the willingness to help others. Our Bravo! awards, quarterly and annual rewards, and Long Service Awards Scheme are just a taste of how we say thank you for a job well done. And when it comes to recognising success, we love to celebrate. Our company and team events are legendary!

Inclusive workplace

People work best when they bring their whole selves to work, that’s why we see and value you as the amazing individual you truly are. We take a genuine interest in you that extends beyond skills, knowledge, and experience. Our Employee Impact Groups champion best practice, celebrate diversity and promote inclusion within our industry.

Health & wellbeing

Our people are our greatest asset and we’re passionate about supporting you in feeling good and staying healthy. We offer a comprehensive Employee Assistance Programme to support your health and wellbeing.

Pension and financial security

We offer various benefits to help our people save money for the long term an maintain financial security.

Time off to explore your creativity

Our people-driven internal core committees ensure that you taking time off work to invest and explore your creativity in various activities.

Winning Together

At Computacenter, we have been writing success stories for more than 40 years! Today, we’re driving digital transformation with over 20,000 employees worldwide. We develop IT strategies, implement new technologies and manage complex infrastructures.

As a proud, independent partner to some of the world’s leading technology providers, our portfolio covers workplace, applications & data, cloud & data center, security, and networking.

What’s the secret of our success? Quite simply, it’s our people. The people who bring their unique skills and perspectives to a diverse and inclusive environment that enables them to reach their full potential.

You Belong

At Computacenter, we celebrate differences and it’s important to us that we have a workingculture where you can be free to be yourself; in an environment where you feel valued,respected, and supported to reach your full potential and experience a sense of belonging. Because we know when you thrive, we thrive.

As a proud equal opportunities’ employer, we’re committed to ensuring that there is fair andequal access to opportunities for everyone. Your application is considered on its meritsregardless of your age, ability, ethnicity, gender identity, marital status, pregnancy,parenthood, religion or belief, sexual orientation, veteran status, or any other characteristicsprotected by law. All that matters to us is that you share our vision and values, and you bring the experience and skills we need.

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