Service Desk Team Lead

Job Summary:

The Service Desk Team Leader role is responsible for managing the operation of the Service Desk. This role is crucial to ensuring customer requirements are met in terms of communication, prioritizing, escalating and resolving incidents and requests. You’ll be mentoring the Service Desk team and will drive a culture of continual process improvement within the Service Desk team and the wider IT Service Operations team.

Responsibilities include but not limited to:

• Day-to-day management of the IT Service Centre
• Drive the meeting of customer SLAs (<15mins resolution) and an exceptional customer service,
• Ensure tickets are logged accurately and queues managed efficiently,
• Ensure CMDB is accurately updated,
• Discover and diagnose issues effectively,
• Undertake a weekly review of team queues.
• Lead and attend weekly Service Desk meetings to highlight performance and introduce new services. Use the forum for other BAU activities
• Performance manage 1st line support technicians including appraisals, objective setting and 1:1 reviews.
• Ensure all staff have appropriate training and develop personal development plans to meet future requirements.
• Manage the IT Service Centre rota for early, late and weekend shifts.
• Drive the continuous improvement of service through Incident Management, Change Management, Problem Management, Information Security and Knowledgebase practices
• Own the escalation of incidents (P1’s & P2’s) whilst expediting issues to the relevant teams
• Personally follow up major issues, ensure an appropriate communication plan is in place.
• Onboard new services and create service frameworks, design and lead through implementation.
• Assist with project delivery.

Required Skills and Experience:

• Associate's degree in information technology, computer science or related field.
• IT Support Experience at a 2nd line level
• Experience leading a team with an IT Service Centre like setup
• Knowledge of the following ITIL best practices:
• Incident Management
• Problem Management
• Change Management
• CMDB
• Service Framework
• Service Design
• Service Transition
• Technically sound on the following systems/areas:
• Windows & MacOS
• Mobile computing
• Active Directory / Azure AD
• Networking concepts
• Remote access management
• System administration
• PowerShell scripting
• Excellent communication skills.
• Employee service oriented with a friendly demeanour.
• Good time management skills, adhering to the schedules, managing activities based on priority.
• Must be able to work in shifts which may include weekends and overnights.
• Experience in working on ServiceNow, HaloITSM, Atlassian apps (Jira, Confluence) or any other ITSM applications.