Job Title: Team LeadJob Location: Work From Office1. Scope of positionThe Team Lead acts as the contact point for all team members hence excellent communication skill is required. Need to act proactively to ensure smooth team operations and effective collaboration. Take ownership to manage project deliverables, you will be responsible for supervising, managing and motivating team members on a daily basis by optimizing group dynamics and team composition. Ultimately, you should lead by setting a good example and engaging the team to achieve the necessary KPIs.2. Key responsibilitiesResponsible for the Service desk deliverables agreed with the customer for the Project (Incidents, Service requests, IMACs, etc)Understand and keep track of all Project SLA and KPIs. Manage dips in performance with adequate reinforcement plans proactively.Monitors, coordinates and supervises the daily activities of the staff in the operations team.Review Project performance and weekly connect with team to showcase improvement and gaps.People management and associated responsibilities like performance and development managementActing as an escalation point for issues reported by end user, customer, internal and external teams.Represent the Service Desk team at internal and customer meetings.Performing briefings to teams on changes or deployments that may affect process, volumes at the Service Desk.Assisting team members in providing first-line support when workloads are high, or where additional experience is required.Manage & delegate daily volumes within the team and coordinate activities to ensure daily BAU delivery is in line to customer KPIsDeputize all the responsibilities of Service Desk Manager in his absence or if occupied.Report to senior managers on any issue that could significantly impact the business.Single Point of Contact of related domains for escalation management and audits.Suggesting proactive improvement plans for the Service Desk team and track progress of Service improvementsUnderstanding of processes run by team and ability to bring in improvements and efficiencies within the teamTeam Governance for team co-ordinations, Training, Knowledge management, Resource planning.Create a mode of operations to be adhered to by team members in order to maintain good routine and orderlinessManage staffing, Attrition and Hiring.Delegate specific service desk responsibilities to team members to create specialization and increase service delivery pace.Support TechM initiatives at the desk and promote team members to participate.Ensuring that staffing and skill levels are maintained throughout operational hours by managing shift staffing schedules, availability at the desk.Review all client complaints, rectify issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutionsAble to conceive and implement productivity improvements within operationsManage escalations across the IT service deskAble to mentor team on both technical and Process functionalities.Maintain operations related reports in SharePointDiscover training needs and coordinate with QA and Training Team to provide the necessary coachingConduct training sessions and quality audits for the teamAny additional ad-hoc tasks that may contribute to a better service to the client or improvement to the KPIFlexible working in rotational shifts including weekend and bank holidays3. Skills/qualifications required Certifications (Optional) ITIL, MCSE, Software Development/Application (cloud) supportLevel of expertise L1.5 – L2 On-site or Remote SupportMust have good IT service delivery and Customer handling experienceExcellent communication skills, should have managed services across geographies (managed international customers)Strong analytics and problem-solving skills, able to multi-task activitiesExcellent reporting and presentation skillsExcellent people management skills should have prior experience.ITIL understanding, experience of dealing with process improvementsAbility to drive initiatives in the team with creativity and a long-term visionCan perform under stressful and stringent timelines with minimal help with ownershipUnderstanding of European culture, accent etc.B2/C1 level Polish language skills in combination with excellent (B2 and above) English languageShould be a self-motivated achiever who gains satisfaction from providing excellent customer serviceTech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions with or without reasonable accommodations. Reasonable accommodations also are available in the hiring process for applicants with disabilities. Candidates can request a reasonable accommodation by contacting the company ADA Coordinator at .