Service Desk Team Leader

4 weeks ago

Brisbane, Australia TROOCOO Pty Ltd Full time

10-month contract with potential 8-month extension.
- Queensland State Government.
- WFH flexibility.

**Troocoo**
Troocoo Government are currently aiding in the recruitment of an experienced Service Desk Team Leader to join a large QLD State Government Department. This is an initial contract engagement until April 2024 based in Brisbane, working Monday-Friday with the potential of Weekend work.

**The Role**
The Service Desk Team leader will possess a strong background in customer experience, ITIL and an understanding of project management methodologies. In this role you will play a crucial role in ensuring exceptional customer service, efficient incident resolution, and stakeholder management.

**Key Responsibilities**

To be successful within this role you will:

- Supervise and mentor a team of service desk officers, providing guidance, coaching, and performance feedback.
- Delegate tasks effectively and ensure workload distribution to optimize team productivity.
- Conduct regular team meetings to communicate objectives, performance metrics, and organizational updates.
- Ensure the delivery of exceptional customer service by the service desk team, adhering to predefined service level agreements (SLAs).
- Monitor customer satisfaction levels through feedback channels and take necessary actions to address concerns or improve service quality.
- Prioritize incidents based on impact and urgency, ensuring timely resolution and minimizing service disruptions.
- Coordinate with internal and external stakeholders to facilitate incident resolution and escalate complex issues when required.
- Identify trends and recurring incidents, proactively addressing the root causes to minimize future occurrences.
- Ensure adherence to ITIL framework, Service Catalogue and best practices in incident management and service request fulfillment.
- Champion ITIL methodologies and promote a culture of continuous improvement within the service desk team.
- Monitor key performance indicators (KPIs) and service desk metrics to assess process effectiveness and identify areas for improvement.
- Collaborate with project teams to provide service desk input during project phases.

**Qualifications and Skills**:

- Proven experience in a leadership or supervisory role within a service desk or technical support environment.
- ITIL Certified
- Excellent understanding of customer experience principles and a passion for delivering exceptional service.
- Proficiency in project management methodologies and tools.
- Strong problem-solving and decision-making skills.
- Effective communication and interpersonal skills to build rapport with team members and stakeholders.
- Ability to manage multiple priorities and work well under pressure.

If you were interested in progressing further with this opportunity, please do not hesitate to reach out to Graham Eather or Harry Harper.

**Graham Eather**

**Harry Harper

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