Global IT End User Support Team Leader
Lucy Electric
Total years of experience :5 years, 11 Months
Joined as Global IS Service Desk Analyst in June 2018.
Promoted to Global IT Support Analyst in Jan 2020.
Promoted to Global IT End-User Support Team Leader - Jan 2022 to till now.
• Heading, developing, and training a team of IT end user support specialist team and measuring and evaluating their performance
• Delegating IT Support responsibilities to team members to increase service delivery pace
• Taking team meetings to discuss the process gaps and its improvement for a smooth operation
• Managing leaves and, performance/development objective of the team
• Effectively managing conflict issues between team members
• Effectively managing user's escalations and consistently improving the pain areas
• Ensuring adherence to our processes and specified SLA's
• Ensuring that all processes used by the IT end user support specialists are thoroughly documented, consistently audited, and regularly improved
• Reviewing of Incident, Request, Change and Problem ticket data for trends of issues, finding opportunities to reduce the frequency and eliminate service impacting events
• Leading and directing end-to-end Incident Management as well as Major Incident Management process
• Managed multiple global projects i.e., OS migration, Teams meeting room roll out, Factory machine upgradation, process digitalization, etc.
• Hiring and training new hires as well as less skilled team members to improve efficiency of department and cultivate productive work atmosphere
• Helping streamline repair processes and update procedures for support action consistency
• Taking end to end ownership of the work with ability to communicate and collaborate effectively with people at all organizational levels
• Addressed user customer service concerns and decided when to escalate problems to specialist team members when needed
• Building and managing key relationship with employees, management, and other peers