Service Desk Lead

About Us:

LTIMindtree is a global technology consulting and digital solutions company that enables enterprises across industries to reimagine business models, accelerate innovation, and maximize growth by harnessing digital technologies. As a digital transformation partner to more than 700+ clients, LTIMindtree brings extensive domain and technology expertise to help drive superior competitive differentiation, customer experiences, and business outcomes in a converging world. Powered by nearly 90,000 talented and entrepreneurial professionals across more than 30 countries, LTIMindtree — a Larsen & Toubro Group company — combines the industry-acclaimed strengths of erstwhile Larsen and Toubro Infotech and Mindtree in solving the most complex business challenges and delivering transformation at scale. For more information, please visit www.ltimindtree.com

Position : Service Desk Lead

Work Location: Phoenix, AZ

Job Description

• Effectively managing, developing, and training the service desk team.
• Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
• Conducting and sharing results from service and operation performance reviews.
• Promoting the service desk with senior management and working to ensure that it is properly viewed as a core business asset.
• Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations.
• Being aware of and managing the costs of running the service desks.
• Excellent verbal and written communication skills
• An active / empathic listener
• Excellent organisational skills with the ability to multi-task
• Ability to manage own time effectively and to be prompt and punctual
• Experience of working effectively within a team and collaborating with others to achieve a goal
• Demonstrable ability to think around issues and look at the wider picture in order to provide solutions through a variety of problem-solving techniques
• Drive, self-motivation and ability to work under own initiative
• Knowledge and understanding of best practice frameworks (such as ITIL, ISO20k) for the delivery of IT services
• Sound knowledge and experience of supporting range of IT applications, platforms and technologies
• Ability to clearly and accurately communicate processes and procedures verbally and in writing
• Ability to produce management information reports from ITSM systems
• Experience of working accurately and confidently with service desk tools and technology, such as ITSM, remote access, knowledge resources
• Experience of developing professional and effective working relationships with customers and key stakeholders
• Experience of delivering a high level of customer service
• The necessary skills and attributes to integrate successfully into a busy team
• Tools Experience Preferred: ServiceNow, Nice
• Ability to multitask, meet deadlines, prioritize requests, and work independently.
• Able to communicate effectively with both business partners and IT professionals.
• Able to effectively collaborate cross-functionally at varying levels in the organization.

LTIMindtree is an equal opportunity employer that is committed to diversity in the workplace. Our employment decisions are made without regard to race, colour, creed, religion, sex (including pregnancy, childbirth or related medical conditions), gender identity or expression, national origin, ancestry, age, family-care status, veteran status, marital status, civil union status, domestic partnership status, military service, handicap or disability or history of handicap or disability, genetic information, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientation or preference, or any other characteristic protected by applicable federal, state, or local law, except where such considerations are bona fide occupational qualifications permitted by law.

Safe return to office: In order to comply with LTIMindtree’ s company COVID-19 vaccine mandate, candidates must be able to provide proof of full vaccination against COVID-19 before or by the date of hire. Alternatively, one may submit a request for reasonable accommodation from LTIMindtree’s COVID-19 vaccination mandate for approval, in accordance with applicable state and federal law, by the date of hire. Any request is subject to review through LTIMindtree’s applicable processes.