Service Desk Team Leader - IT

SUMMARY:
Service Desk Team Leader

POSITION INFO:

The Service Desk Team Leader is responsible for overseeing the daily operations of the Service Desk team, ensuring timely and efficient technical support to clients and internal users. This role includes managing ticket workflows, maintaining SLAs, coaching and developing team members, and ensuring high levels of customer satisfaction.

Key Performance Area:

Duties:

Team Leadership & Management

- Lead, mentor, and support a team of service desk agents.

- Allocate and manage workload distribution to ensure SLA adherence.

- Monitor and improve team performance through regular feedback and coaching.

- Conduct performance reviews and provide development plans for team members.

- Foster a customer-focused culture within the team.

- Act as an escalation point for complex or high-priority incidents.

Service Desk Operations

- Oversee the ticketing system to ensure timely responses and resolutions.

- Monitor and report on Service Desk KPIs, such as response and resolution times.

- Drive efficiency in ticket handling and ensure best practices in ITIL-based incident, problem, and change management.

- Develop and maintain Standard Operating Procedures (SOPs) for the Service Desk team.

- Ensure proper documentation of technical issues and resolutions for knowledge management.

Technical & Client Support

- Provide hands-on technical support where necessary, particularly for escalated issues.

- Maintain and enhance client relationships through professional and proactive communication.

- Collaborate with other IT teams to ensure seamless IT service delivery.

- Drive continuous service improvement initiatives to enhance end-user experience.

- Manage and coordinate major incidents, ensuring timely communication and resolution.

Ticket Management & Workflow Optimisation

- Ensure all tickets are categorised, prioritised, and assigned correctly within Halo.

- Monitor ticket queues and enforce response and resolution SLAs.

- Ensure tickets contain detailed notes, troubleshooting steps, and resolutions.

- Implement automation and standard responses to improve ticket-handling efficiency.

- Assign tickets effectively to the right engineers based on skill set and workload.

- Track and minimise backlog tickets while ensuring escalations are handled properly.

- Ensure techs follow ticket closure procedures, including customer follow-ups and documentation.

Reporting

- Implement HaloPSA dashboard providing oversight of key components of the service desk for all clients

- Generate and analyze weekly and monthly reports on Service Desk performance and trends.

- Provide insights and recommendations based on data-driven analysis.

- Ensure reports align with business objectives and client SLAs.

- Present reports to senior management, highlighting key service metrics and improvement areas.

- Maintain accurate records of ticket volumes, issue resolution times, and user satisfaction scores.

ISP Management

- Communicate with customers to confirm appointments and provide updates.

- Handle inc