JOB OVERVIEW
We have a fantastic new job opportunity for a Service Desk Team Lead who has a solid first line and second line technical support background with excellent team leadership experience working within a busy IT Help Desk environment.
Working as the Service Desk Team Lead you will be the point of technical advice for the Service Desk Team, managing escalated queries, prioritising calls and ensuring timely resolutions, whilst continually looking to improve service provision and efficiency.
As the Service Desk Team Lead you will lead the Service Desk team, where you will promote high standards, ensure operational requirements are met and collaborate with other teams to investigate problems and minimise service disruption.
You will be required to team lead 12 members of staff and will need to be in the Shirley office at least 4 days a week.
DUTIES
Your duties as the Service Desk Team Lead include:
1. Deliver a best-in-class IT Service to all associates. Perform regular service quality audits ensuring that all tickets are managed to the expected standard including ensuring that all tickets are updated regularly
2. Monitor reports including response times, breached and at-risk SLA’s, first call resolution rate, ‘quick wins’, tickets awaiting an update / last customer update and customer satisfaction and take appropriate action to improve performance
3. Oversee the day-to-day operations of the service desk, ensuring swift, accurate, and client-focused resolution of issues. Ensure tickets are logged accurately and call queues are managed efficiently and SLT’s are consistently met
4. Perform weekly Quality Assurance activities/audits, including review of in-flight and completed tickets and listening in to live and recorded phone conversations
5. Ensure the P1/P2 processes are being adhered to and personally follow up major issues following successful resolution
6. Address and resolve escalated customer enquiries and support tickets.
7. Provide monthly reports to the Service Desk Manager providing details on team performance, areas of improvement, causes for concern or personnel issues including absences
8. Oversee the processes for key tasks that include JML processing, backup reporting and the recovery of business assets
9. Be involved in PDRs for the IT Engineers and IT Analysts, including setting their objectives and contributing to their development plans
10. Hold regular performance reviews continuously reviewing progress against agreed any objectives
11. Coach and mentor the Service Desk Engineers and Analysts
CANDIDATE REQUIREMENTS
12. Must have experience working in a busy Service Desk / IT Help Desk environment
13. Experienced with Service Desk / IT Help Desk policies and procedures
14. Must have experience as a Team Leader in a busy Service Desk / IT Help Desk Team
15. Experience coaching and development of team members
16. Experience in use of ITSM
17. Any experience of Service Now would be beneficial
APPLY TODAY…
By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.
JOB REF: AWDO-C11981
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