Service Desk Team Lead
1 week ago
Job Title: Service Desk Team Lead
Job Summary:
We are seeking an experienced Service Desk Team Lead to join our client's team at Professional Search Group. As a Service Desk Team Lead, you will be responsible for leading and managing the Service Desk team, ensuring that they provide exceptional customer service and support to our client's customers.
Key Responsibilities:
- Lead and Manage the Service Desk Team: Provide guidance, support, and coaching to the Service Desk team to ensure they are equipped to handle customer inquiries and issues effectively.
- Manage Service Delivery Processes: Ensure that service delivery processes are aligned with ITIL best practices and that the team is following established procedures.
- Act as Point of Escalation: Provide support and guidance to the team on complex customer issues and act as a point of escalation for the team.
- Review Service Desk Performance: Monitor and review service desk performance against key performance indicators and make recommendations for improvement.
- Manage Incidents: Ensure that incidents are managed effectively and that customers are kept informed of progress.
Requirements:
- Proven Experience: Proven experience leading a Service Desk team in a managed services environment.
- Strong Skills: Strong skills in Level 1/2/3 support and knowledge of ITIL best practices.
- Excellent Communication Skills: Excellent communication and customer service skills, with the ability to communicate effectively with customers and team members.
- Team Leadership Skills: Excellent team leadership skills, with the ability to motivate and inspire team members to deliver exceptional results.
About Our Client:
Our client is a leading managed services provider, committed to delivering exceptional customer service and support to their customers. They are a dynamic and growing organization, with a strong focus on innovation and excellence.
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