We are pleased to be working with a company in the renewable energy space, seeking a service desk team lead to join their growing IT team.
Key Duties
* Supervise, guide, and support a team of service desk technicians to ensure optimal performance.
* Conduct routine performance assessments and provide constructive feedback to team members.
* Design and implement training initiatives to enhance the expertise and capabilities of the support team.
* Oversee the everyday operations of the service desk, ensuring prompt and efficient resolution of user queries.
* Track service desk metrics and KPIs to ensure adherence to service level agreements (SLAs).
* Develop and maintain service desk procedures and workflows to ensure consistent, high-quality support.
* Maintain high levels of customer satisfaction by managing user expectations and offering timely updates on the status of issues.
* Resolve escalated user concerns and complaints efficiently.
* Cultivate and nurture strong relationships with key stakeholders and users.
* Identify opportunities for enhancement in service desk operations and implement strategies to increase efficiency and effectiveness.
* Develop and maintain a comprehensive knowledge repository of common issues and solutions.
* Stay informed of the latest industry developments and best practices in IT support and service management.
* Oversee the full lifecycle of incidents and problems, from initial reporting through to resolution and closure.
* Conduct root cause analysis for recurring issues and implement sustainable solutions.
* Work collaboratively with other IT teams and external partners to resolve complex technical challenges.
* Prepare and deliver regular reports on service desk performance, highlighting metrics and trends.
* Keep accurate and up-to-date records of service desk activities, including incident logs and user interactions.
* Ensure documentation is current and easily accessible to both the support team and end-users.
Experience
* At least 5 years of experience in IT support, with a minimum of 2 years in a leadership or supervisory capacity.
* Proven track record in managing a service desk or IT support team.
* Strong knowledge of ITIL frameworks and service management best practices.
* Proficiency in using service management tools (e.g., ServiceNow, Jira Service Desk, ConnectWise).
* Solid understanding of IT infrastructure, including hardware, software, and network systems.
If you are an experienced service desk candidate - please apply today!