Service Desk Team Lead

SUMMARY:
The Role:

Essential functions:

• Oversee and manage day-to-day operations of onsite service desk
• Manage service desk agents (scheduling shifts, reviewing and rating of KPAs, leave)
• Act as service desk liaison to major business impacting initiatives
  

  POSITION INFO:
  The Role:

  Essential functions:

  • Oversee and manage day-to-day operations of onsite service desk
  • Manage service desk agents (scheduling shifts, reviewing and rating of KPAs, leave)
  • Act as service desk liaison to major business impacting initiatives
  • Involvement in IT initiatives and projects to ensure service desk is aligned and ready for deployments
  • Ensure the ticket lifecycle of all tickets logged with the service desk is managed in line with agreed SLA
  • Driving First Call Resolution ability within the team
  • Management of SLA areas of concern
  • Onboarding of new service desk staff
  • Training and mentoring of service desk staff
  • Managing of all escalation until resolution
  • Reporting on service desk performance and improvement plans
  • Operational management of major outages, scheduled outages and business events
  • Ensure continuous improvement and development of processes and technology to meet agreed goals
  • Management of customer satisfaction issues and user-feedback responses
  • Excellent verbal communication skills
  Skills and Experience:

  Essential Qualification:

  • ITIL 4 Foundation
  • National Senior Certificate
  • A+ N+

  Preferred Qualification:

  • ITIL specialist certification
  • Customer support soft skills

  Experience required:

  • 5 Years experience in a team lead position/managing a team
  • 5 years experience in IT service management
  • Ability to work well with people and express empathy
  • Conflict management skills
  • Management of multiple priorities
  • Working in a high-stress environment
  • Communicating with executives and business stakeholders
  • Data-driven decision-making

   

  Other:

  Work environment:

  • Managing an onsite service desk at client location.
  
  
  

   

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