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Service Desk Team Lead
2 months 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 are equipped to provide excellent 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 meeting their performance targets and providing excellent customer service.
- Manage Service Delivery Processes: Ensure that service delivery processes are in line with ITIL best practices, and that the team is following established procedures and protocols.
- Act as Point of Escalation: Provide support and guidance to the team on complex technical issues, and act as a point of escalation for customers.
- 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 and resolved in a timely and efficient manner, and that customers are kept informed of progress.
Requirements:
- Proven Experience: Proven experience leading a Service Desk team in a managed services environment.
- Strong Technical Skills: Strong technical skills, including Level 1, 2, and 3 support.
- ITIL Knowledge: Knowledge of ITIL best practices, and ITIL certification is desirable.
- Excellent Communication Skills: Excellent communication and customer service skills, with the ability to communicate complex technical information to customers.
- Team Leadership Skills: Excellent team leadership skills, with the ability to motivate and inspire a team to achieve their best.
