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GTS Team Lead

2 months ago

Kuala Lumpur, Kuala Lumpur, Malaysia Michael Page Full time
About Our Company

Michael Page is a leading professional recruitment consultancies, specializing in the placement of candidates in permanent, contract, temporary and interim positions with clients around the world.

Job Description

The GTS team is the point of contact for all internal customers using IT delivered by Business Technology. To manage the performance of the team and provide support to customers, ensuring that customer expectations are met or exceeded in accordance with Service Levels (SLA's). Responsible for ensuring that team members are meeting or exceeding expectations in respect of their KPI's/goals relating to performance, defined metrics/benchmarks, time management, quality (technical & ticket management) and that standards and processes are followed to provide a consistent and high-quality customer experience.

The GTS function provides support to all Page end users and works with other internal IT and back-office teams as required to resolve incidents and requests. The GTS team is primarily responsible for receiving and prioritizing all IT related queries and activities, from the initial stage of provisioning to the final stage.

The GTS Team Lead is accountable for all issues and requests logged relating to an IT service. To act as escalation point including supporting the wider GTS team when managing business impacting issues (Major Incident Management); assist in determining the root cause of issues and manage the process for communicating outage/emergency activities to the Global business.

The GTS Team Lead is expected to support and assist the GTS Manager in the day-to-day operation of the GTS including training, coaching and mentoring GTS analysts in their career development and appraisals; oversee team member activities and contribute/obtain training material for team development and up-skilling. Schedule shift patterns, coordinate workload and leave requests.

Advise management on situations that may require additional customer support or escalation, in particular on issues that could significantly impact the business and PageGroup as an organization.

Key Responsibilities
  • Be responsible for line management of the GTS Function.
  • Be responsible for creating and providing KPI's, reports and goals.
  • Input into weekly team meeting agenda.
  • Assist in system upgrades (including testing, training etc).
  • Contribute to incident and problem management.
  • Assist GTS analysts in providing first line support when workloads are high, accountable for backlog, coordinating the operational and/or where additional experience is required.
  • Run security and quality checks on the business as requested.
  • Ensure that GTS and the entire team is complying with previously agreed audit controls and measures.
  • Support and contribute to the Business Continuity Plan.
  • Manage the day-to-day incidents and compliance of agreed service levels for requests logged via the internal ticketing tool ensuring SLA's are met.
  • Respond to direct escalation approaches from customers via walk-ups, email, and MS Teams.
  • Keep the knowledge base and team regularly updated.
Requirements
  • Experience with Service ticketing tools (GSD).
  • Thorough knowledge of Windows 10, Citrix environment, including networking components, services, and user profiles.
  • At least 2 years' experience working within a service desk environment.
  • Ability to handle demanding customers in a pressurized environment.
  • Ability to motivate team members and drive them to perform.
  • Ability to prioritize and multi-task.
  • Ability to work independently and as part of a team.
  • Capability to innovate and develop creative and efficient solutions.
  • High customer and vendor engagement skills.
  • Demonstrate strong leadership and organizational skills with attention to detail.
  • Continuously look to improve, self-challenging and challenge the team.
  • Keep proactively updated in corporate IT projects and become a technical expert in managing Page infrastructure (O.S. environments and SW used).
  • Able to deal with a constantly changing environment and ability to work within a fast-paced business with demanding customers, whilst retaining a focus on excellence and user satisfaction.
  • Proactively work closely with other IT departments to manage fixes and workarounds.
  • Able to work well within a local team and across multiple regions.
  • Ability to communicate with customers at all levels including Executive Board level.
  • Excellent communication skills, both verbal and written with ability to communicate technical issues to non-specialist audiences at all levels.
  • Problem solving and analytical skills.
  • ITIL Oriented, ITIL v4 is very positively valued.
  • Very fluent in English and preferably another language.
  • Be happy to work independently on allocated tasks, delivering to specific deadlines on agreed tasks, ensuring accuracy and diligence is taken at all times, with accountability for successful completion of work.
  • Maintain confidentiality in dealing with issues of a sensitive or personal nature.
  • Must be a capable listener, highly professional, motivated with a strong work ethic with a positive and enthusiastic attitude.
  • Ability to juggle changing priorities and react quickly to identified needs.
  • Excellent time management skills and be able to adopt a flexible approach.
  • Excellent conflict management and decision making.
  • Process Driven.
  • Goal orientated mind-set.
  • Motivational, committed and energetic attitude.
  • SLA performance monitoring and reporting.

An understanding of Service Management - in particular, request fulfilment, problem, and incident management.

What's on Offer
  • Hybrid work arrangement