Service Desk Team Leader

hace 2 semanas

Heredia, Costa Rica Kyndryl Costa Rica, Sociedad de Responsabilidad Limitada A tiempo completo

**Why Kyndryl**

Kyndryl is a market leader that thinks and acts like a start-up. We design, build, manage, and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl?

We are always moving forward - always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers, and our communities. We invest heavily in you - not only through learning, training, and career development, but also through the flexible working practices and stellar benefits that help you grow and progress long-term. And we give back - from planting 90,000 trees in our first 3 months as part of our One Tree Planted initiative to the Corporate Social Responsibility and Environment, Social and Governance practices embedded within everything we do, we are committed to powering human progress in an ethical, sustainable way.

**Your Role and Responsibilities**

Responsible of supervising, guiding, and motivating team members to ensure they are delivering good customer service. The Team Leader organizes and delegates workload and completes reports for the 1st Line Manager and/or Sponsor as well as other activities within his / her competencies, contributing to ensure the account reaches all Critical SLAs and KPIs effectively while maximizing resources as much as possible. Identify and analyze volume trend, keeping close communication with account FLOM in order to inform of any operational issue, increase in volumes or change in Critical staff. Attending scheduled meetings with the client. - Finding saving opportunities for the account and sharing these ideas with higher management to review feasibility and steps for the enforcement of such ideas. The Team Lead is the responsible of the processes on Incident and service request fulfillment, managing daily operations of the Service Desk.

The Team Lead is responsible of:

- Encourage, support and motivate
- Review team performance and drive continuous improvement and development for the entire team, analyzing knowledge gaps and driving proper training, coaching or feedback
- Perform coaching monthly sessions with team members
- Document team results
- Provide technical expertise to the Service desk team
- Handle escalated customer calls, complaints, questions and queries as necessary and address questions and queries from the team
- Assign tasks and distribute workload
- Ensure that the employees follow their schedules as designed
- Document general reports on each team member’s performance and ensure that they achieve the targets
- Share best practice with peers and management team
- Coordinate and manage relationships with Kyndryl-contracted vendors and support staff that provide hardware / software / network problem resolution.
- Maintain technical skill continuity and consistency of Service desk staff
- Ensure continuous improvement of services provided by the Service desk
- Work with Application and Infrastructure Development teams to ensure a smooth transition of new hardware and s/w into support by the HD
- Includes preparation of Service desk staff to support new technology
- Maintain skills inventory of Service desk analysts.
- Evaluate technical skills of the team members.
- Develop and maintain Training Plan
- Liaison between Service desk and other groups on technical support issues:

- Reactively work with other groups to gather technical information in the case of outages, reduced services, emergencies or other exceptions from the normal process
- Update, organize, create an easy electronic access to all Service desk documentation, including manuals, scripts, processes, process flow charts, notification Escalation list, Service desk weekly schedule, support documentation, etc.
- Develop processes to streamline the daily functioning of the Service desk including Work distribution, Monitoring phone queue, and maintaining front end message
- Work closely with Service desk manager to implement technical action items related to the Service desk

**Required Technical and Professional Expertise**
- Customer Service/Communication Skills
- Experience in customer service roles
- Knowledge of performance evaluation plan implementation and development for agents metrics improvement
- Solid understanding of reporting
- Proficient in MS Office and call center equipment/software programs
- Outstanding communication and interpersonal skills
- Excellent organizational and leadership skills with a problem-solving ability
- Results Oriented
- Self directed and motivated
- Ability to manage change
- 2 años de experiência minimo
- Ingles avanzado

**Preferred Technical and Professional Experience**

Fluent Portuguese

**Required Education**

High School Diploma/GED

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