Team Lead - Service Desk

Roles & Responsibilities:

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Effectively managing, developing, and training the service desk team.
• Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
• An ability to balance and plan the short-term actions of the team.
• Knowledge and understanding of all relevant industry standards.
• Knowledge and understanding of best practices for service management.
• Strong communication skills, including the ability to be influential and persuasive with stakeholders.
• As needed, schedule employees working times and provide backup support.
• Conduct regular assessments and share the results with stakeholders.
• Review and analyze communications between IT staff and customers.
• Provide regular feedback based on the periodic performance review.
• Manage process for communicating outage/emergency activities to the organization.
• Motivates team through timely rewards recognitions.
• Train, coach, and mentor Service Desk Specialists (Level 1 / 2) including career development.
• Ensure staff compliance with company policies and measures.
• Knowledge on Service management concepts - namely Tools and techniques
• Ability to maintain high confidentiality with sensitive information and data and display integrity.
• Proactively manages risk and maintains proper documentation.
• Proven abilities to work with data, analyze and draw inferences from the data available.
• Ability to articulate effectively while reporting, creating minutes and action plans.
• Ability to adapt quickly to changing priorities and conditions.
• Should be able to lead from front with no/minimum guidance.

What you will bring to the team

• Experience - Minimum 8 years with minimum 3 years in a Service Desk Team Lead role.
• Education - Graduation in any discipline.
• Conducting and sharing results from service and operation performance reviews.
• Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations.
• Managing escalations and maintaining feedback tracker.
• A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
• Experience in effectively interacting with employees or leadership teams from internal or client organizations.