Service Desk Team Lead(M365)

Develop and maintain appropriate Service Desk methodology, processes, and procedures.

Proactively develop and build robust relationships with key stakeholders within the business at a Senior Level in scope.

Manage demand, capacity, and SLA adherence, balancing resources across shift patterns to ensure the desk and Back-office function is always adequately manned.

Build and maintain a healthy KPI and performance dashboard for the Global Service Desk, including SLA adherence, individual/team performance, Service Desk capacity, and workload metrics.

Act as an escalation point for requests and incidents within scope.

Actively lead the prioritization and sponsorship of Service Desk Projects that will add value to Bureau Veritas.

Grow the Global Service Desk Team in a way that is scalable and cost-effective, with responsibility for the recruitment and onboarding of new employees.

Provide support and personal development for the Global Service Desk Team – including training and development, mentoring, and coaching.

Measures / KPIs

Meet the objectives assigned (according BV values and performance management)

Work in line with the BV Core Values and Code of Ethics

Compliance with people’s policies and common processes

Achieve operational excellence in their scope

Deliver value to internal and external clients

Measure and Increase levels of user satisfaction in the teams in scope

Compliance with common processes & policies