Job Description:

InfosysBPM is seeking to hire a skilled and proactive Service Desk Team Lead with strong interpersonal and technical skills to operate in an enterprise client environment. You will be responsible to manage a team of technical specialists in service desk operations. The main objective of the role will be to supervise the day-to-day delivery and performance of the team. The role will also require the individual to motivate, mentor, coach and groom the team. Also responsible to ensure process & KM compliance along with meeting client and internal commitments. Responsible for managing stakeholder relationship, expectations, and escalations.
Effectively manage teams including tasks such as resource planning, career planning, performance management, attrition management etc. Coach and help develop team members; help bridge knowledge gaps and overcome skill and will issues. Handle User/customer escalations and formulate actions to resolve any concerns and ownership till resolution. Regularly formulate and execute internal and external governance. Ensure that the team members have the necessary knowledge and training to effectively deliver on their targets. Identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects.

Requirements:
General knowledge:

• Knowledge of Customer Care Operations
• Experience in managing teams
• Able to coach, mentor, motivate and interact with people
• Excellent verbal and written communications
• Strong decision making and analytical ability
• Demonstrate patience, passion for problem solving, ability to use knowledge bases, tool

Technical Skills:

• Min. 2-3 yrs. experience in working in Service Desk/ Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support/ Small Forms etc.

• Advance knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite
• Advance knowledge of T/S Small Forms (iOS, Android, Windows)
• Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions
• Intermediate knowledge of Network collaborations & VPN T/S
• Intermediate Networking knowledge
• Familiarity with RDC (Remote Desktop Connection)

Qualifications Basic:

• High School Diploma or GED equivalent
• At least 4 years of relevant work experience

Qualifications Preferred:

• ITIL trained/ certification / technical degree/ diploma preferred
• A minimum of 2 year in the role of a Team Lead / Supervisory role on Service Desk required
• Willingness to work in rotational shifts / weekends / 24*7 (The position has a fixed shift but need to monitor 24/7 team)

Note: Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa (H1B or otherwise).

The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email or face to face.

COVID-19 Considerations:
Vaccination required.
Masks are required to enter the office. Extra screening, sanitation and disinfecting procedures are in place.

Work remotely:
This role is based out of Indianapolis, IN and is hybrid work model 2/3 days per week onsite.

About Us
Infosys BPM Limited, a wholly owned subsidiary of Infosys Limited (NYSE: INFY), provides end-to-end transformative business process management (BPM) services for its clients across the globe. The company’s integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients. Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering, automation, and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.
Infosys BPM has 35 delivery centers in 14 countries spread across 5 continents, with 53,515 employees from 125 nationalities, as of June, 2022.
The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices. The company’s senior leaders contribute widely to industry forums as BPM strategists.
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