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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. As a key member of the Managed Service Provider's support team, you will be responsible for leading and managing the Service Desk team, ensuring excellent customer service and technical support.
Key Responsibilities:
- Lead and manage the Service Desk team to deliver high-quality customer service and technical support.
- Manage Service Delivery processes in line with ITIL best practices, ensuring efficient and effective incident management.
- Act as a point of escalation for the team, providing guidance and support as needed.
- Review service desk performance against key performance indicators, identifying areas for improvement and implementing changes.
- Manage incidents, ensuring timely and effective resolution.
Requirements:
- Proven experience leading a Service Desk in a managed services environment.
- Strong skills in Level 1/2/3 Support, with a focus on technical expertise and customer service.
- Knowledge of ITIL best practices, with ITIL certification a plus.
- Excellent communication and customer service skills, with the ability to work effectively with stakeholders at all levels.
- Excellent team leading skills and experience, with the ability to motivate and develop team members.
What We Offer:
Our client offers a dynamic and supportive work environment, with opportunities for professional growth and development. If you are a motivated and experienced Service Desk Team Lead looking for a new challenge, we encourage you to apply.
