IT ServiceDesk Team Lead

Role & responsibilities

• Team Leadership:
• Manage, mentor, and provide leadership to the team.
• Schedule shifts and manage resource allocation to ensure coverage during operational hours.
• Conduct regular performance reviews and provide feedback to team members.
• Communicate all issues immediately to internal management
• Always be aware of and pass on new revenue opportunities
• Service Desk Operations:
• Oversee the day-to-day operations of the IT Service Desk, ensuring prompt and efficient handling of incidents and service requests.
• Monitor performance metrics and ensure SLA adherence.
• Develop and maintain service desk procedures and best practices.
• Provide hands-on support for complex technical issues when necessary.
• Act as an escalation point for unresolved incidents and service requests.
• Collaborate with other IT teams to ensure effective resolution of issues.
• Manage ticket queues, ensuring timely follow-up in accordance with client agreements.
• Monitor agent ACD skills and make adjustments throughout the day to meet SLAs.
• Coordinate training with Client Support Specialists to ensure full client coverage during scheduled hours.
• Review and analyze daily reports.
• Track agent performance.
• Monitor calls for assigned agents to maintain quality standards.
• Review tickets for assigned clients to ensure accuracy and quality
• Continuous Improvement:
• Analyze performance data to identify areas for improvement.
• Implement improvements in service delivery processes and tools.
• Stay updated with industry trends and emerging technologies to enhance service desk capabilities.
• Communication and Reporting:
• Prepare and present regular reports on service desk performance to senior management.
• Maintain effective communication with end-users, stakeholders, and other IT teams.
• Ensure the knowledge base is up-to-date and accessible to the team and users

Preferred candidate profile

• Education:
• Bachelors degree in information technology, Computer Science, or a related field (preferred).
• Experience:
• 5+ years of proven experience in an IT Service Desk or similar technical support role.
• 4+ years of Experience in a leadership or supervisory role within an IT environment.
• Skills:
• Strong leadership and team management skills.
• Excellent problem-solving and decision-making abilities.
• Outstanding customer service and communication skills.
• Proficiency in IT service management tools and systems