HelpDesk Operations Lead

Job description

Position Description:

We're looking for a skilled Operations Team Lead to join our team.

In this role, you will be responsible for leading our help desk, driving high performance and productivity. You'll ensure our team meets and exceeds service levels, resolves incidents efficiently, and maintains excellent customer satisfaction. As a leader, you'll be a hands-on coach and mentor, helping your team members develop their skills and achieve their goals. This role may be shared across multiple projects with similar needs.

Your future duties and responsibilities:

Team Management
o Lead, coach, and mentor service desk agents to drive high performance, productivity, and morale.
o Assign tasks, manage workload distribution, and schedule resources to ensure timely response to requests.
o Conduct performance reviews, provide constructive feedback, and identify training and development needs.
o Set clear goals and expectations, ensuring alignment with organizational objectives.
Operations Management
o Oversee daily service desk operations, including incident management, request fulfillment, and problem resolution.
o Ensure compliance with established processes, procedures, and SLAs.
o Coordinate with technical teams to resolve incidents, prioritize tasks, and escalate when necessary.
o Monitor incident trends, identify root causes, and implement preventive measures.
Quality Assurance
o Implement quality standards and processes to ensure consistent delivery of high-quality support.
o Provide coaching, training, and feedback to enhance technical and customer service skills.
Resource Management
o Manage and optimize the use of service desk tools, documentation, and resources.
o Maximize productivity while meeting service levels and adhering to budgetary constraints.
Customer Relationship Management
o Build and maintain strong relationships with internal and external customers.
o Handle escalations and concerns with professionalism and empathy, striving to exceed expectations.
Continuous Improvement
o Identify and implement process improvements, automation, and innovation opportunities.
o Collaborate with stakeholders to adopt best practices, tools, and technologies.
Reporting and Analysis
o Prepare and present regular reports on key performance metrics (e.g., incident volume, resolution times, customer satisfaction).
o Analyze data trends to recommend actions that improve service levels and operational efficiency.
Professional Development
o Engage in ongoing professional learning (conferences, workshops, certifications) to stay current with industry trends and enhance leadership and technical skills.
Additional Responsibilities
o Partner with management, colleagues, and clients to ensure service requests are resolved satisfactorily.
o Follow escalation procedures and maintain attendance as scheduled.
o Assist peers with non-complex incidents or service requests as needed.
o Adhere to leave notification policies (e.g., vacation, sick leave).
o Submit required service delivery reports and address quality deficiencies promptly.
o Provide feedback to management on potential issues and opportunities for process improvement.
o Attend all scheduled meetings.

Required qualifications to be successful in this role:

• Education
o At least a Vocational Diploma, Short Course Certificate, Undergraduate, or Bachelor’s/College Degree in any field.
• Knowledge and Skills
• Leadership Skills
o Ability to inspire and motivate team members to achieve goals and meet SLAs.
o Strong decision-making skills to resolve issues promptly, even under pressure.
o Capacity to provide direction while fostering a positive, collaborative work environment.
o Skill in delegating tasks effectively and empowering team members with ownership.
• Communication Skills
o Excellent verbal and written communication for interaction with team members, management, and stakeholders.
o Ability to convey information clearly in meetings, emails, and one-on-one discussions.
o Active listening skills to understand and address team concerns.
o Proficiency in delivering constructive and positive feedback.
• Technical Knowledge
o Proficiency in service desk software, ticketing systems, and other operational tools.
o Understanding of ITIL framework and its application in service desk management.
o Familiarity with troubleshooting techniques and common technical issues.
o Ability to stay updated on emerging technologies and best practices.
• Problem-Solving Skills
o Capacity to analyze operational data to identify improvement opportunities.
o Ability to troubleshoot operational issues and implement effective solutions.
o Proactive in anticipating challenges and developing contingency plans.
• Team Management Skills
o Experience in recruiting, training, and developing high-performing teams.
o Knowledge of performance management principles (goal-setting, evaluations, feedback).
o Ability to foster teamwork and collaboration to achieve shared objectives.
o Conflict resolution and mediation skills to maintain team harmony.
• Customer Focus
o Strong commitment to delivering excellent customer service.
o Ability to instill a customer-centric mindset within the team.
o Skilled in handling escalated customer concerns with professionalism.
• Continuous Improvement
o Openness to feedback from team members, stakeholders, and customers.
o Experience leading process improvement initiatives.
o Commitment to continuous learning and professional development.
• Experience
o Previous IT Support / IT Service Desk / Technical Support Representative experience.
o At least 2 years in a Supervisory or Leadership capacity within a service desk or technical support role.
• Others
o Willing to work in a shifting schedule (night shift, weekends, holidays, 24/7 support).
o Willing to work 100% onsite as needed.
o Willing to work in OWS McKinley, Taguig or Alpha Ortigas site.

Skills:

·  Amazon Simple Email Service
·  Customer Service & Support
·  Leadership
·  ServiceNow

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.