Service Desk Team Lead - 1st Line Support
Location: Portsmouth
Salary: £33,000
Role Overview
We are looking for an enthusiastic and experienced Service Desk Team Lead to oversee a team of 1st Line Support Analysts. You will ensure excellent service delivery to clients by managing the team responsible for handling reactive and proactive customer requests across multiple channels, including ITSM platforms, phone, chat, and email.
Your primary focus will be ensuring smooth operations, meeting service level agreements (SLAs), and fostering a positive and productive team environment. You will also play a key role in improving processes and developing team members' technical and customer service skills.
Key Responsibilities
Team Management
Lead and mentor the 1st Line Support team, ensuring they deliver a high level of customer service.
Develop and manage individual Performance Development Plans and conduct regular performance reviews.
Recruit, train, and develop team members to enhance their technical and customer service skills.
Oversee shift schedules to ensure adequate support coverage during business hours.
Encourage a culture of continuous improvement and collaboration within the team.
Ensure all changes to support processes and tools are communicated effectively to the team.Service Management & Reporting
Manage ticket quality, ensuring compliance with SLAs and KPIs, and provide regular feedback to the team.
Use performance metrics to...