Service Desk Team Lead

**Service Desk Team Lead**

**OVERALL PURPOSE OF THE POSITION**

The ICT Service Desk Team Leader plays a pivotal leadership role in ensuring a customer-focused, efficient,
and effective service desk operation. Reporting to the ICT Operations Manager, the position has responsibility
of service team performance, service delivery outcomes, and the continuous improvement of service
standards.

The role is a senior and integral part of the Barker ICT Department, and the position provides opportunities to
further develop skills and experience, in areas of technology and team leadership as appropriate to the
School's need. The position has a high degree of autonomy in managing the day-to-day activities required of
the role, and combines service excellence, team leadership, and operational oversight of all service operations
within the department.

**PRIMARY DUTIES & RESPONSIBILITIES**
- Lead, mentor and support a team of high performing ICT support staff, to deliver first-class IT support
- services
- Oversee daily operations of the Service Desk, ensuring timely resolution of incidents and service
- requests in line with agreed SLAs.
- Monitor and manage ticket flow via the ticketing system and resource scheduling with efficiency.
- Act as a primary escalation point for complex technical issues affecting teaching, learning, and
- administrative operations.
- Support the integration and use of learning technologies, student information systems and digital
- classroom tools.
- Ensure consistent and effective communication with end users including teaching staff, administration,
- parents and students.
- Develop and maintain ICT knowledge base articles and standard operating procedures.
- Monitoring and improving service quality through performance metrics, knowledge sharing, and
- proactive engagement with stakeholders.
- Collaborating with ICT Infrastructure and Applicaitons teams on broader technology initiates and
- projects
- Work with external vendors to deliver seamless client outcomes and tackle challenges head-on
- Provide regular reporting on service desk performance and key metrics.
- Follow up with customers on an ad-hoc basis to identify areas for improvement and provide customer
- feedback to the appropriate internal teams.
- Support the ICT Operations Manager in planning and delivering ICT Initiatives.

The list of areas and responsibilities in this position description are seen to be indicative and not exhaustive.

The Head of ICT or Head of Barker College may direct other duties, commensurate with the ICT Service Team
Lead's training and experience, at their discretion at any time.

**Human Resources**

**This position description may be reviewed following a summative appraisal, or at some other time by
negotiation.

**Key Performance Indicators**
- Customer satisfaction rate.
- Service team (employee) satisfaction rate and retention rate
- First contact resolution rate.
- High percentage of Incidents responded to and resolved within target OLAs and SLAs.
- Clear documentation of day-to-day procedures.
- Asset allocation precision.
- Ability to perform tasks after training without continual follow up reinforcement.
- Ability to set priorities and maintain deadline.
- Timely escalation of issues to the ICT Operations Manager where appropriate.
- Maintain neat and tidy workplace.

**SKILLS AND KNOWLEDGE ESSENTIAL TO THE JOB**
- Previous experience in a Service Desk leadership or senior IT support role, preferably within the

education sector.
- Outstanding communication (verbal & written) and stakeholder management skills, with the ability to

build trust and influence outcomes.
- Familiarity with ITIL Frameworks and Service Management practices
- Exceptional problem-solving and analytical skills.
- A deep commitment and passion to customer service excellence.
- Excellent organisational and time management skills.
- Exceptional communication skills and effective liaison with a broad cross-section of people including

teaching, administration staff and external providers.
- Ability to work under pressure, establish priorities and set and achieve work goals.
- Education professional with demonstrated proficiency in supporting a complex ICT environment.

**ESSENTIAL TECHNICAL SKILLS**
- Knowledge of MDM Applications such as Intune/Autopilot.
- Proven experience in ITIL, ticketing systems and customer service principles.
- Understanding of IT support in a school or tertiary education environment (e.g., devices in classrooms,

AV, Learning Management Systems) will be advantageous.

**Human Resources**

**ESSENTIAL PERSONAL ATTRIBUTES**
- Proactive and results-oriented mindset with a focus on continuous improvement
- Commitment to high levels of customer service
- Empathy and patience in dealing with staff and students of varying technical ability.
- Ability to prioritise work schedules by being self-directed and motivated.
- Ability to work both independently and as a proactive member of a team.
- An inter