Overview
As a Team Lead, you are the focal contact for the team. You will be responsible for the day-to-day activities, performance, customer satisfaction, line management and continual service improvement of the Service Desk Analyst’s.
You will provide flexible support on a 24x7x365 Service Desk.
Responsibilities
Team Management
* Lead a team of service desk analysts, ensuring consistent performance and professional growth
* Support individual personal development plans as well as identify skill gaps and bridge knowledge gaps to support development and service effectiveness
* Conduct regular 1:1s, team meetings and performance evaluations, fostering a culture of accountability, learning and continuous improvement
* Monitor and manage daily team workload and ticket queues to ensure balanced distribution and efficient resolution
* Manage team schedules, shift coverage, and ensure adequate staffing for business continuity
* Responsible for the recruitment and onboarding of new team members
* Promote and demonstrate a culture of continuous improvement within the Service Desk by actively identifying opportunities of enhancement. Ensure that both internal teams within Bell and customers have a positive experience with the Service Desk every time
Service Delivery
* Oversee end-to-end ticket lifecycle management including logging, triage, assignment, escalation, resolution, and closure
* Ensure service levels (SLAs) and customer satisfaction targets are met or exceeded
* Maintain accurate records of team activities, support issues and performance statistics
* Oversee all incoming service desk requests (incidents, service requests, problems) to ensure timely and accurate handling
Reporting
* Monitor and report on key performance indicators (KPIs)
* Provide regular reports and dashboards to management, identifying trends, gaps and improvement areas
* Set team and individual performance objectives alignment with organisation and department goals
* Ensure outages are created correctly and any associated processes are followed such as informing the customer or making Front End Message (FEM) live on the system
* Conduct regular reviews of service desk activities such as quality checks to identify areas for improvement to enhance service
* Create and review procedures, documentation, and knowledge articles
* Communicate new processes and procedures to the service desk team
* Produce reports (both defined and ad hoc) in timeframes as required
Qualifications
* Immediately aligns with Bell Values
* Demonstrate professionalism and inspire confidence when working with the team and senior management, both on the phone and face to face
* Self-starter and problem solver – able to work independently using your own initiative but also a strong dependable team player
* Articulate in both verbal and written communication (to both technical and non-technical audiences), including the ability to produce clear technical documentation
* Professional/flexible approach to work; ensuring punctuality and diligence with the aim to provide our customers with the best possible service
* Willingness to learn quickly and adaptable as the situation requires
* Disciplined prioritisation, time management and scheduling abilities both for projects and individual tasks
* Strong attention to detail and accuracy
* Able to influence others to achieve set goals
* Strong emphasis on delivering an excellent customer experience, while working under pressure
Experience
* +5 years in a service desk or IT support environment, with previous experience in a leadership or supervisory role
* Proficiency in service management tools (e.g, ServiceNow, Jira)
* Experience adhering and working towards agreed SLAs and KPIs
* Experience following processes with a level of experience documenting processes and operational procedures
* Hands on experience with Active Directory, O365, remote desktop tools and common business applications
* Understanding of ITIL fundamentals
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