JOB DESCRIPTION
Role: Team Leader of Technology
Location: Bangalore
Schedule: Rotational
Working Model: Hybrid
Introduction:
We are seeking a highly motivated and experienced Service Desk Team Lead to oversee our Enterprise Technology Service Desk team. The ideal candidate will have a strong technical background, excellent leadership skills, and a passion for delivering exceptional customer service. This role is critical in ensuring the smooth operation of our IT support services and maintaining high levels of customer satisfaction.
Some things you will be doing:
- Lead and manage the Service Desk team, providing guidance, support, and mentorship.
- Ensure timely and effective resolution of IT support requests and incidents.
- Monitor and report on Service Desk performance metrics and KPIs.
- Develop and implement best practices, policies, and procedures for the Service Desk.
- Collaborate with other IT teams to ensure seamless service delivery and issue resolution.
- Conduct regular team meetings and performance reviews.
- Handle escalations and complex technical issues.
- Maintain up-to-date knowledge of industry trends and technologies.
- Provide training and development opportunities for team members.
- Ensure compliance with ITIL standards and other relevant frameworks.
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What technical skills, experience, and qualifications do you need?
- Bachelor's degree in information technology, Computer Science, or a related field.
- Minimum of 9+ years of experience in IT support, with at least 2 years in a leadership role.
- Strong technical knowledge of enterprise IT systems, networks, and software.
- Excellent problem-solving and analytical skills.
- Outstanding communication and interpersonal skills.
- Proven ability to lead and motivate a team.
- ITIL certification is highly desirable.
- Experience with service management tools (Fresh Service, & ServiceNow).
- Leadership and team management
- Technical troubleshooting and support
- Customer service excellence
- Analyzing Reports
- Communication and collaboration
- Process improvement and documentation
- Time management and prioritization
ABOUT US
CSC is a global business, legal, and financial services company based in Wilmington, Delaware, USA, providing knowledge-based solutions to clients worldwide. We have offices and capabilities in over 140 jurisdictions in the Americas, Europe, Asia Pacific, and the Middle East, and more than 8,000 colleagues. We are the business behind business.®
Visit our careers site to learn more about CSC and our commitment to our clients, communities, and each other.
CSC is committed to creating a feeling of belonging through a diverse and growth-oriented environment where everyone is valued.
CSC colleagues have global career opportunities and excellent benefits, including annual success-sharing bonuses or commission plans based on individual performance. To learn more, visit cscglobal.com/service/careers.
We offer a range of support to colleagues with disabilities, ensuring people have the necessary resources to thrive in their roles. We encourage candidates to work closely with our talent acquisition partners to convey their specific needs. Our commitment to accessibility reflects our broader dedication to diversity and belonging,
CSC only accepts resumes from employment agencies that are part of our approved supplier program. Resumes submitted from other agencies either to talent acquisition, our hiring leaders, employees, or through any other mechanism other than our supplier process, will not be eligible to claim related fees and the submitted resumes will be considered property of CSC.
We encourage candidates to apply directly to our website and not through third-party sources.
Disclaimer: The information above describes the general nature and level of work performed by employees in this role. It is not intended to describe all duties, responsibilities, and qualifications.
WHY WORK WITH CSC?
At CSC®, we're always looking ahead, finding ways to improve and anticipate the future needs of our customers. Curiosity fuels our innovation and productivity drives our results. This proactive mindset has helped us adapt and create solutions that have enabled businesses to run smoother and smarter for more than 120 years.
CSC is committed to attracting, developing, and retaining talented people whose personal values align with ours. We empower our employees to bring the right solutions to market to meet customer demand. That is why we are the premier provider of global solutions for more than 180,000 businesses.
- CSC is a great place to work with smart and dedicated people.
- We have been voted a Top Workplace every year since 2006.
- We offer challenging work and career opportunities. Most positions are filled with internal moves and employee referrals.
- Employees are eligible for success sharing, bonus, or commission plans based on role and individual performance.
- CSC offers a competitive and comprehensive benefits package as part of your Total Rewards that includes annual leave, tuition reimbursement, employee referral bonuses, and more.