Hiring Manager - Chris Murphy Closing Date - 1st April 2025 The Opportunity The primary role of a Service Desk Team Lead is to coordinate, direct, and train Solutions Customer Services Advisors on their assigned projects. As part of a team handling customer inquiries and data processing for projects requiring data management and service desk support, the Service Desk Team Lead serves as a second-level escalation point for less experienced team members, resolving most "1st line" issues without further escalation. Additionally, they play a crucial role in maintaining policies and documentation, ensuring that process outputs, resolution reports, process documents, and knowledge base articles are up to date. Key Responsibilities: Customer Support: Efficiently resolve customer inquiries, requests, and incidents, aiming for first-touch resolution using designated service desk tools. Proactive Problem-Solving: Respond to customer inquiries, diagnose issues, determine appropriate solutions, and act accordingly while meeting Service Level Agreement (SLA) targets. Technical Escalation: Take ownership of complex incidents/calls and act as a technical escalation point for Service Desk Analysts. Ticket Management: Ensure timely updates to tickets, reflecting all pertinent details and actions taken for prompt resolution, and escalate if necessary. Process Coordination: Provide direction on existing processes and assist Service Desk Analysts in skill development. Process Development: Contribute to the formulation of processes supporting new contracts. Performance Monitoring: Assist the Service Desk and Incident Manager in monitoring performance against SLAs. Team Motivation: Maintain team motivation and focus, championing a strong culture of customer service excellence and ensuring high operational standards. Training: Identify and deliver suitable team training opportunities, and address personal training needs to enhance skills for future first-touch resolution. Best Practices: Stay informed on current best practices and incorporate new ideas into team processes. Continuous Improvement: Drive continuous service improvement by reviewing and updating existing processes and actively seek opportunities to innovate and reduce incidents. Line Management: If required, perform line management duties for junior staff, including day-to-day management, mentoring, coaching, adhering to document management processes, and managing team workload. About You You will be an enthusiastic and transparent individual with exceptional communication and problem-solving skills. While previous experience in a Service Desk role is desirable, it is not essential. Additionally, you will have: Proven experience in team management. Strong analytical skills to assess problems, determine their business impact (priority), and provide effective solutions. Excellent attention to detail and a commitment to quality. The ability to manage multiple tasks efficiently and work well under pressure. Knowledge of ITSM toolsets, preferably Zendesk, is advantageous. Previous experience in data entry, data processing, and customer support.