Senior Team Lead, Managed Services Client Service Desk Responsibility for the operational management of a team of service desk employees, ensuring client satisfaction through effective daily operations and continuous improvement. Responsibilities Manage a team of service desk agents, including resource allocation, attendance, KPI achievement, and planning activities. Process tickets or calls logged at the service desk, ensuring accurate registration, categorization, and prioritization. Diagnose incidents, determine their root causes, and implement corrective actions. Handle escalated incidents, ensure satisfactory resolution, and confirm user/client agreement before closing. Log relevant actions to enable tracking and maintain incident documentation. Monitor team performance, identify training or coaching requirements, and lead daily huddles to address performance gaps. Recommend improvements to current processes, procedures, and services based on identified gaps. Manage backlog and use escalation channels to involve appropriate teams for timely ticket resolution. Qualifications Strong understanding of IT operations and company service offerings. Excellent client engagement and service orientation. Proven operational team management skills and resource oversight. Collaboration skills and professional interaction abilities. Knowledge of project management principles. Strong documentation skills and expertise in handling escalated customer issues. Bachelor's degree or equivalent in information technology or related field. Preferred certifications: ITIL v4 specialist; ITIL Specialist (Managing Professional). 5 to 7 years of experience as a Team Lead or similar role in a medium to large IT organization. Track record of leading service desk agents in a global technology environment. Workplace Type Hybrid Working. Equal Opportunity Employer NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. #J-18808-Ljbffr