Job Description

Job Category: Operations Support
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Key Responsibilities:
1. Team Leadership:

• Supervise and guide the IT service desk team members, providing mentorship, training, and performance feedback.
• Lead by example and promote a positive and collaborative team culture.
• Allocate tasks and responsibilities to team members based on their skills and expertise.
• Monitor and manage team performance metrics, ensuring targets and SLAs are met.

2. Technical Issue Management:

• Respond to escalated technical issues and provide expert guidance to resolve complex problems.
• Ensure timely and effective resolution of IT incidents and service requests.
• Coordinate with other IT teams to ensure seamless communication and problem-solving.

3. Customer Support:

• Interact with end-users, understand their technical concerns, and provide exceptional customer service.
• Handle escalated customer inquiries and complaints, ensuring a satisfactory resolution.
• Proactively identify opportunities to improve the user experience and service quality.

4. Process Improvement:

• Continuously review and enhance service desk processes, procedures, and workflows.
• Identify bottlenecks, areas for automation, and opportunities to streamline operations.
• Implement best practices to optimize incident management and request fulfilment processes.

5. Documentation and Reporting:

• Maintain accurate records of incidents, service requests, and resolutions in the ticketing system.
• Prepare regular reports on service desk performance, highlighting trends, successes, and areas for improvement.
• Analyze data to identify patterns and implement strategies to prevent recurring issues.

6. Training and Development:

• Provide ongoing training to team members, ensuring they are equipped with the necessary technical and soft skills.
• Stay updated on industry trends, emerging technologies, and IT service management best practices.

7. Vendor and Stakeholder Management:

• Collaborate with external vendors and partners to resolve issues and improve service delivery.
• Foster positive relationships with stakeholders across the organization, including department heads and management.

Qualifications and Requirements:

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
• Proven experience in a technical support or service desk role, with a track record of progressively increasing responsibilities.
• Strong leadership skills with the ability to inspire and motivate a team.
• In-depth knowledge of IT service management principles and best practices (ITIL certification is a plus).
• Excellent problem-solving and troubleshooting skills.
• Outstanding communication skills, both written and verbal.
• Proficiency in using ticketing systems preferably Service Now and ITSM tools.
• Familiarity with remote support tools and technologies.
• Ability to work well under pressure and manage multiple priorities.
• Strong customer service orientation and empathy.
• Experience with process improvement and change management initiatives.

About Us:
EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world's leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit .
EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL's Human Resources team, as well as our hiring managers.
About the Team: EXL is the indispensable partner for leading businesses in data-led industries such as insurance, banking and financial services, healthcare, retail and logistics. We bring a unique combination of data, advanced analytics, digital technology and industry expertise to help our clients turn data into insights, streamline operations, improve customer experience, and transform their business. Our partnerships with clients are built on a foundation of collaboration - and we've been chosen as a partner by nine of the top ten leading US insurance companies, nine of the top 20 global banks, and six of the top ten US health care payers. We function as one team to make your goals our goals, whether that's unlocking the value of generative AI or embedding analytics into workflows that reduce risk or power your growth. Clients choose EXL as their transformation partner for many reasons. Our geographic diversity make talent all over the world instantly accessible. Digital accelerators enable unmatched speed-to-value, letting you realize results fast. It's our people that truly set us apart, though, including the 1,500 data scientists we have dedicated to our generative AI practice. And our more than twenty years of experience in delivering business services, garnering stellar client references, and maintaining a solid balance sheet are reassuring to our C-suite clients. Find out for yourself why clients, employees, and analysts think we're some of the best in the business. Contact us to see how we can help you achieve your goals.

Skills Required