Service Desk Lead Job Description
ATM Service Centre Lead (Day / Swing / Night Shift)
Job Description
The shift lead is responsible for the daily, ATM monitoring, and ticket management of Citibank’s ATMs globally. This role will interface with various Citigroup technologies for management, and operations teams while simultaneously directing staff on best practices for handling internal procedural and systemic issues. Lead will review and scheduled adequate shift coverage for the Team on a daily and monthly basis. This position will lead teams and develop training modules in support of managing the ATM fleet from a Maintenance, performance and ticket management perspective. Shift lead provide coverage for individual shifts and also provide 24/7 on call support for all escalations as needed. This role requires adherence to day/swing shift schedules, US hours.
Key Responsibilities:
- Serve as the primary escalation point for team, procedural, and customer issues, providing clear guidance.
- Triage and manage multiple processes efficiently to ensure accuracy and consistency across all shifts.
- Standardize ATM support processes and address escalated employee concerns.
- Collaborate with internal and external teams for effective support within a complex operational model.
- Lead the team to ensure adherence to SLA standards for ticket queues, calls, and live chats.
- Ensure adequate 24/7 shift coverage through effective team scheduling.
- Identify and implement process improvements to enhance operational efficiency.
- Report and track aging and recurring issues and tickets, ensuring timely resolution.
- Communicate status updates and issues effectively to business users, service providers, and management.
- Support new team member training and onboarding, including streamlining system access provisioning.
- Conduct quality reviews of tickets and live chats for service desk score cards.
- Implement proactive monitoring of service desk queues to meet established SLAs.
- Maintain and update SharePoint documentation, ensuring accuracy and relevance at all times.
- Attend and actively contribute to all relevant ATM Operations calls and meetings, providing Service Desk insights, raising potential issues, and engaging in problem-solving discussions.
- Extract and provide service desk reports as needed
- Step in to help service desk with tickets and live chats when volumes are high and as needed
- Complete operational tasks as assigned by management.
- Foster effective team communication through regular huddles and team meetings to promote collaboration and operational alignment.
Qualifications:
- Strong verbal and written communication skills.
- Proven leadership abilities with experience managing diverse teams.
- Flexibility to provide on-call support and adapt shift schedules as business needs require.
- Ability to lead complex teams, manage unique processes, and adapt to rapid change.
- Strong analytical and problem-solving skills for complex situations.
- Aptitude for managing multiple issues in a fast-paced, deadline-driven environment.
- Excellent organizational skills with the ability to manage simultaneous issues and follow-ups.
- Bachelor's degree or equivalent experience in Helpdesk Management is required.
Required Technical Proficiencies:
- In-depth knowledge of Trouble Ticketing systems.
- Proficiency with Monitoring Tools.
- Understanding of Network Protocols, including LAN/WAN and TCP/IP.
- Familiarity with Internet/Browsers and MS Exchange.
- Competency in Microsoft Office Suite (Word, Excel, Outlook).
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Job Family Group:
Technology
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Job Family:
Infrastructure
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Time Type:
Full time
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Most Relevant Skills
Please see the requirements listed above.
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Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.
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