Team Lead – Global Service Desk IRC263175

Description

The Team Laed is responsible for supporting the daily operations of the organization by ensuring effective execution of processes, maintaining high standards of service delivery, and optimizing operational efficiency. This role requires strong leadership, analytical skills, and a proactive approach to problem-solving to support the business in achieving its operational goals.

Requirements

• 7+ years of experience in Team Management, Team Leading, Technical Support/BPO.
• Oversee the flow of tickets through different levels of support to ensure proper speed of response and resolution
• Develop and administer a consistent scheduling system to optimize and verify coverage
• Provide real-time guidance and recommendations to engineers requesting assistance, or through proactive tracking
• Capture engineer feedback for system-wide improvements and communicate them to leadership operations and program teams
• Request and schedule training to improve engineers’ knowledge and/or soft skills
• Help augment team manager activities around interviewing, new hire onboarding, and issues management
• Driving process compliance across the Engineer population, modifying existing processes where required, and analyzing ticket flow for efficiency gains
• Prior experience in team management and process improvement recommended
• Handle manager escalation process for irate Customers to drive low executive escalations.
• Excellent experience addressing direct and executive management.
• Keep attrition within the defined goals and share weekly early warning reports

Job responsibilities

• Understanding of modern web technologies and the relationships between them.
• Experience troubleshooting web applications and performance issues.
• Ability to analyze/extrapolate issues via logs and other sources of information to provide infrastructure and application teams a good starting point for in-depth reviews.
• Familiarity with eCommerce Platforms (Support, Site Development, or QA role).
• General knowledge about working with Google, and Salesforce.
• Advanced-level Excel and PowerPoint
• Some experience in digital marketing, CRO, digital analytics,decisioning, personalization, recommendations, or UX disciplines
• Ability to identify, research, and quantify business problems using statistical analyses on large data sets.

What we offer

Culture of caring. At GlobalLogic, we prioritize a culture of caring. Across every region and department, at every level, we consistently put people first. From day one, you’ll experience an inclusive culture of acceptance and belonging, where you’ll have the chance to build meaningful connections with collaborative teammates, supportive managers, and compassionate leaders. 

Learning and development. We are committed to your continuous learning and development. You’ll learn and grow daily in an environment with many opportunities to try new things, sharpen your skills, and advance your career at GlobalLogic. With our Career Navigator tool as just one example, GlobalLogic offers a rich array of programs, training curricula, and hands-on opportunities to grow personally and professionally.

Interesting & meaningful work. GlobalLogic is known for engineering impact for and with clients around the world. As part of our team, you’ll have the chance to work on projects that matter. Each is a unique opportunity to engage your curiosity and creative problem-solving skills as you help clients reimagine what’s possible and bring new solutions to market. In the process, you’ll have the privilege of working on some of the most cutting-edge and impactful solutions shaping the world today.

Balance and flexibility. We believe in the importance of balance and flexibility. With many functional career areas, roles, and work arrangements, you can explore ways of achieving the perfect balance between your work and life. Your life extends beyond the office, and we always do our best to help you integrate and balance the best of work and life, having fun along the way!

High-trust organization. We are a high-trust organization where integrity is key. By joining GlobalLogic, you’re placing your trust in a safe, reliable, and ethical global company. Integrity and trust are a cornerstone of our value proposition to our employees and clients. You will find truthfulness, candor, and integrity in everything we do.

About GlobalLogic

GlobalLogic, a Hitachi Group Company, is a trusted digital engineering partner to the world’s largest and most forward-thinking companies. Since 2000, we’ve been at the forefront of the digital revolution – helping create some of the most innovative and widely used digital products and experiences. Today we continue to collaborate with clients in transforming businesses and redefining industries through intelligent products, platforms, and services.