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Role: Associate Lead, Technology Support
Location: Bangalore, India
Job Description
The Associate Lead, Technology Support will be responsible for overseeing a team of service desk professionals, including Technology Support representatives at various seniority levels. This role ensures the delivery of exceptional IT support by managing day-to-day operations, creating schedules, monitoring performance metrics, and fostering a culture of collaboration and continuous improvement.
This role is primarily responsible for direct supervision of assigned team members. Support the global IT service desk team in implementing strategic plans and objectives for the function that will enable the overall business plan to be achieved.
This role involves working in a shift that aligns with “out of business” hours in the US and over the weekend.
Key Responsibilities:
- Team Management and Leadership:
- Lead and manage a team of service desk professionals, providing guidance, support, and mentorship to drive individual and team success.
- Create and manage work schedules to ensure adequate coverages for all shifts, balancing workload across the team.
- Conduct regular 1x1s, team check-ins, and coaching sessions to discuss performance, provide feedback, and support professional growth.
- Operational Oversight:
- Monitor service desk performance metrics, including ticket volumes, resolution times, and customer satisfaction, to ensure service-level agreements (SLAs) are consistently met.
- Analyze call and ticket drivers to identify trends, recurring issues, and areas for improvement. Collaborate with IT teams to address root causes.
- Serve as an escalation point for complex or high-priority incidents, ensuring timely resolution and effective communication with stakeholders.
- Communication and Collaboration:
- Host regular team meetings to share updates, discuss goals, and address challenges.
- Communicate organizational and departmental changes or initiatives to the team, ensuring alignment and understanding.
- Act as a liaison between the service desk team and other IT departments, facilitating collaboration and knowledge sharing.
- Process Improvement:
- Identify opportunities to improve service desk processes, tools, and workflows to enhance efficiency and user experience.
- Ensure accurate and up-to-date documentation for troubleshooting guides, procedures, and the knowledge base.
- Participate in IT projects and change management processes, representing the service desk perspective.
- Team Development:
- Support the onboarding and training of new team members, ensuring they have the tools and knowledge needed to succeed.
- Promote a positive and inclusive team culture that encourages collaboration, accountability, and continuous learning.
Essential Skills and Experience:
- Strong leadership and people management skills, with experience supervising or leading teams in a technical support environment.
- Mandatory rostering, scheduling and shift management experience
- Mandatory service management tool experience like Jira or similar.
- Excellent organizational and time-management abilities, with a focus on managing schedules and balancing team workloads.
- Proficiency in analyzing performance metrics, identifying trends, and implementing solutions to improve results.
- Advanced knowledge of IT support processes, tools, and best practices, including incident and problem management.
- Strong communication and interpersonal skills, with the ability to build relationships with team members, peers, and stakeholders.
- Ability to effectively handle escalations and guide the team through challenging situations.
Ideal candidate:
- Minimum 6-8 years of experience in IT support service desk
- 2-4 years of experience in leading a team
- Experience in MNC Preferable
- A graduate / post-graduate in engineering/technology or equivalent
- Flexible to work in shifts as required, like UK / US / Early morning India shift on need basis and on-call/weekends
- Ability to participate in multiple projects/tasks and priorities in a healthy work environment
- Has attention to detail and attaining quality
- Has a constructive approach to giving and receiving feedback.
- Has testimonials to prove high levels of customer satisfaction in previous engagements
- Ability to take direction, constructive criticism, and work within specified deadlines (SLAs & OLAs)
- Adhere to process and procedures defined for the role, the team, and the organization.
- Oversee day-to-day operations and guide the team when required.
- Set goals and do performance evaluation for the team
- Assist in hiring for open positions.
- Discover training needs for the team and provide coaching.
- Provide the team with feedback on their performances in a timely manner
- Review the workload of the team and do load balancing
- Conduct regular team meetings/check in & motivate team members
- Look for new opportunities to grow the team and get more value-added and challenging work for the team
- Develop a cohesive and motivated team
- Document and update department procedures/SOPs.
Herman Miller is an equal opportunity employer
Who We Hire?
Simply put, we hire everyone. HermanMiller is comprised of people of all abilities, gender identities and expressions, ages, ethnicities, sexual orientations, veterans from every branch of military service, and more. Here, you can bring your whole self to work. We’re committed to equal opportunity employment, including veterans and people with disabilities.
MillerKnoll complies with applicable disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact MillerKnoll Talent Acquisition at careers_help@millerknoll.com.
