The Service Desk Team Lead responsibility is to oversee the Service Desk resources and ensure that end users are receiving the appropriate assistance.
He / she will ensure the optimum operation of the Service Desk and the agents, including scheduling, performance management, monitoring and reporting of KPIs as defined.
Strategy & Planning
Support the establishment and enforcement of Service desk service level agreements in consultation with end users to establish problem resolution expectations and timeframes
Analyze performance of Service Desk activities, identify problem areas, and deliver solutions to enhance quality of service and to prevent future problems.
Service Desk Lead & Agent Performance Monitoring & Reporting
Monitor agent communications (phone, chat, web tickets) to ensure the highest standards of quality and customer service are being adhered to.
Monitor and assure that all Service Support KPIs and metric targets are met
Assist in the production of weekly, monthly and ad hoc reports of Service Desk Performance Metrics and project progress.
Manage retention and turnover according to 3M standards.
Assist agents to fulfill their potential via coaching, performance management and staff development
Aid in the recruiting process by performing interviews and assisting in the resource selection
Attend all operational and project (ad-hoc) related scheduled meetings as required
Incident / Request / Problem / Knowledge Management
Perform random checks on tickets to make sure they are closed with the proper comments, root cause and activities done
Engage with 3M L3 - Support Groups by identifying reoccurring incidents or situations affecting multiple users and work on solutions as per ITIL standards
Provide expert and creative guidance and mentoring for the Service Desk agents
Support the coordination of user and support issues among corporate and remote sites to ensure timely distribution of knowledge and positive impact on user satisfaction and productivity.
Acquire and maintain knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users within the 3M Enterprise environment
Skills And Experience
Bachelor’s degree with a minimum of (3) three years of experience in the supervision of a technical support team
Must have a minimum of 2 year of experience working in a shared services environment, customer / technical support.
Exceptional customer service orientation
Solid relationship management and performance management skills
Ability to motivate, coach and direct staff members and peers.
Exceptional English written and oral communication skills
Exceptional interpersonal skills.
Proven analytical and problem-solving abilities
Ability to effectively prioritize and execute tasks in a high-pressure environment
Experience working in a team-oriented, collaborative environment
Knowledge / Training on best practices or IT frameworks, such as ITIL (Information Technology Infrastructure Library), and / or AGILE Methodologies will be and added advantage.
Working at 3M
3M is a global company which produces more than 55,000 products worldwide for home use, adhesives, abrasives, non-woven, fire protection, dental and orthodontics, electronic materials, medical and automotive care products.
The company's brands partners Scotch - Brite®, Scotch®, Post - it® and Command™.
3M has operations in more than 70 countries with laboratories in 36 countries. With 30,000 million dollars in sales, its 90,000 employees connect with customers around the world.
Unleash your potential.
Our success depends on the energy of our employees and the high quality of their leadership. Most of all it depends on their continuous improvement.
From sales to manufacturing to marketing to engineering, if you're committed to expanding your knowledge and gaining leading-
edge skills, this is the place to do it. Professional development at 3M includes excellent training, continuing educational support, mentorship from smart, experienced people and more.
Move up - or move in new directions.
You'll find a strong promote-from-within culture here; it's an important aspect of our emphasis on learning and professional growth.
You may also move between business units or even, potentially, to different locations around the world. That's one of the many advantages of our diverse business model and global reach.
Be part of what’s next. Apply Now!
If you are interested in this position please send your application in English via the 3M Jobs System.