Job Summary
The Lead Consultant – Operations Team Lead is responsible for managing the performance and productivity of the service desk team, overseeing incident resolution, maintaining service levels, and ensuring a high standard of customer satisfaction. They lead by example, providing guidance, support, and coaching to team members to optimize performance and achieve service goals. The role may be shared across engagements with similar project and skills requirements.
These Terms of Reference apply for the role of Lead Consultant – Operations Team Lead.
Job Responsibilities
Your main responsibilities as Lead Consultant – Operations Team Lead are, but not limited to, the following:
Team Management:
· Lead, coach, and mentor service desk agents to ensure high performance, productivity, and morale.
· Assign tasks, monitor workload distribution, and manage scheduling to ensure adequate coverage and timely response to service requests.
· Conduct performance evaluations, provide constructive feedback, and identify opportunities for training and development.
· Set clear expectations, goals, and objectives for team members and provide ongoing support and guidance to ensure alignment with organizational objectives.
Operations Management:
· Oversee day-to-day operations of the service desk, including incident management, service request fulfillment, and problem resolution.
· Ensure adherence to established processes, procedures, and service level agreements (SLAs) to maintain high standards of service delivery and customer satisfaction.
· Lead the resolution of incidents and problems by coordinating with technical teams, prioritizing tasks, and escalating issues as needed to ensure timely resolution and minimal impact on operations.
· Analyze incident trends, root causes, and recurring issues to identify opportunities for improvement and implement preventive measures.
Quality Assurance:
· Implement and enforce quality assurance processes to maintain service desk standards and ensure consistent delivery of high-quality support.
· Provide feedback, coaching, and training to team members to enhance technical skills, customer service skills, and overall performance.
Resource Management:
· Manage service desk resources effectively, including technology tools, knowledge bases, and documentation, to support efficient service delivery and troubleshooting.
· Monitor and optimize the use of service desk resources to minimize downtime, maximize productivity, and meet service level targets within budgetary constraints.
Customer Relationship Management:
· Foster positive relationships with internal and external customers by delivering responsive, empathetic, and professional support.
· Address customer concerns, complaints, and escalations in a timely and satisfactory manner, striving to exceed expectations and build trust and loyalty.
Continuous Improvement:
· Identify opportunities for process improvements, automation, and innovation to enhance service delivery, increase efficiency, and optimize operational performance.
· Collaborate with stakeholders to implement best practices, tools, and technologies that improve service desk operations and support organizational goals.
Reporting and Analysis:
· Generate regular reports on service desk performance metrics, including incident volume, response times, resolution rates, and customer satisfaction scores etc.
· Analyze data trends, identify patterns, and recommend action plans to address issues, improve service levels, and drive continuous improvement.
Professional Development:
· Engaging in continuous learning and professional development activities to enhance teaching skills, broaden technical knowledge, and stay abreast of changes in the field. This might include attending conferences, workshops, or pursuing certifications relevant to technical training.
These are intended to describe the general nature and level of work. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of a member as classified. All members may be required to perform duties outside of their normal duties from time to time, as necessary.
Other responsibilities include:
· To work in partnership with local management, colleagues, and clients at all levels to ensure requests are resolved to the satisfaction of the customer.
· Follow agreed escalation procedures.
· To come in on time and on scheduled shift and breaks assigned by people manager.
Together, as owners, let’s turn meaningful insights into action.
Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…
You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.
Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.
You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
Come join our team—one of the largest IT and business consulting services firms in the world.