Service Desk Team Lead – Fujitsu

Job Title: Service Desk Team Lead

Location: Edmonton, AB

Job Description: Job Description:Service Desk Team LeadPURPOSEThe Service Desk Team Lead motivates, develops, and leads a team ofProcess Controllers, Service Desk Experts and Service Desk Agents to ensuredelivery of Incident and Request management to agreed levels of service ona day-to-day basis.Under the direction of the Service Desk Manager will ensure all Service DeskServices, Delivery commitments and Deliverables required under theContractual Agreement are provided to the CLIENT in accordance with theAgreement.This includes managing and monitoring of XLAs/SLAs (Experience Level &Service Level Agreements), the ongoing management of Service DeskOperations to provide the agreed levels of service, and continually andproactively working to improve service delivery, value-add and meetsustainability targets.Reports to the Service Desk ManagerEXPERIENCE

• 3-5 years of experience in a high-volume Service Desk

• 2-4 years of experience in a Service Desk leadership role in Managed

Services

• 3+ years of people and organizational leadership experience

KEY ACCOUNTABILITIES

• Manages the Service Desk Team agents’ delivery to the customer

contracted service commitments & continual service improvementsdriving development, effectiveness, and innovation.

• Develops effective relationships with customer’s management team.

• Actively owns service risks & improves productivity for customers &

Fujitsu to increase profitability (Fujitsu) & continually improve costeffectiveness (Fujitsu & customer).

• In conjunction with the customer identifies & defines continuous

service opportunities and manages deployment and acceptance intoservice (in conjunction with client).

• Proactively leads internal and external suppliers in a service

partnership as ‘One Service Team’.

• Leads the continual improvement of Service Delivery standards &

practices.

• Conducts one-on-one meetings with all staff and leads monthly and

quarterly reviews with the team and clients.COMPENTIENCIES

• Proficient with managing and delivering superior Customer

Satisfaction – when needed can develop and implement a ContinuousImprovement & Action plan.

• Strong written and verbal communication skills and capable of

interfacing directly with clients.

• Good data analysis and reporting skills

• Able to manage medium size teams (

20)

• Proficient in conducting interviews

• Proficient with Microsoft 0365 including Word, Excel and PowerPoint,

Teams

• ITIL Certification preferred

• Customer and ‘people-first’ demeanor.

• Ability to effectively manage in an atmosphere of competing priorities

• Outstanding collaboration skills

• Skilled at presenting data and comfortable with reporting tools and

metrics.

• Highly driven with a focus on quality.

• Demonstrated critical thinking, analysis, and independent problem[1]solving skills

• Knowledge of quality and workforce scheduling management tools.

KEY PERFORMANCE INDICATORS

• Service performance meets all XLAs/SLAs (Experience Level &

Service Level Agreements) and key performance indicators (KPIs).

• Works with SD Operations to identify gaps and specific actions, works

with team to ensure awareness and demonstrate effectivemanagement of improvement actions.

• Ensures chargeability reporting completed weekly.

• Maintains acceptable conduct according to all policies and

procedures.

• Monitors interaction volume and trends and takes appropriate action,

requesting staffing adjustments when necessary to OperationsManagement.

• Understands and works within XLA’s, SLA’s and KPIs to fulfill

obligations.

• Accomplishes staff results by communicating job expectations;

planning, monitoring, and appraising job performance; motivating,coaching, counseling, and disciplining employees; initiating,coordinating, and enforcing systems, policies, and procedures.

• Drives improvement and accountability for team based on QA and

customer satisfaction feedback.

• Maintains a strong working relationship with clients and coworkers.

FUJITSU-RESTRICTED Uncontrolled if printed 3 of 4 © Fujitsu 2022Document name Topic / Date

• Acts as point of contact for client inquiries and escalations.

• Identifies possible risks and promptly follows communication paths to

initiate necessary mitigation actions.

• Identifies and recruits appropriately skilled and capable people

• Able to manage and develop team performance.

• Able to manage team to ensure cost effective results. Monitors work

and reports on progress against service level, cost, time, specification,as appropriate

• Able to manage and develop team. Leads and motivates, develop

skills, and coaches technically through direct one-on-one meetings,quarterly reviews, mentoring, etc.…

• Ensures the best induction & integration of new Joiners, ensuring

training is maintained and delivered

• Promotes a continuous improvement environment by mentoring

tenured and junior team members on assigned tasks

• Manages resources and workload effectively (including performance

reviews, personal development plans, and absence management)

• Able to manage the resourcing and workflow of the team to achieve

required Service Levels and Customer Satisfaction.This job description is intended to describe the general responsibilities andtype of work being performed by people assigned to this position. Themajor job functions/components above are the typical functions of the joband are not an exhaustive or comprehensive list of all possible jobresponsibilities, tasks and duties. Personnel, vendors assigned in thisposition should be aware that the responsibilities, tasks, and duties of thejobholder may differ from those outlined in this job description and variousother duties may be assigned as needed.

Company Name: Fujitsu

Salary:

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