Service Desk Team Lead
4 semanas atrás
Key Responsibilities
Ensure that staffing levels are maintained throughout operational hours by adjusting shift patterns, holidays, long term sickness etc.
Plan, control and monitor the activities of the team to ensure that their performance is optimized and targets and standards are adhered to
Monitor performance targets to ensure adherence and review and measure targets
Produce statistics and management reports
Represent the service desk at meetings
Take responsibility for staff training and business awareness
Communicate with and form relationships with senior management
Play an active role in the Service Desk related change management process
Assist analysts & the first line team when call volumes peak or when additional expertise is required
Monitor, moderate, and create process documents and regularly check for adherence to these processes through call and ticket monitoring
Play a proactive role in defining targets and service levels as per the SOW and business requirements
Identify potential areas for improvement
Skills
Experience managing team members and serving as a strong second line
Expertise and analytical skills to provide strategic process improvement inputs - (operational excellence)
Ownership on quality performance of delivery
Should be open to work 24/7
To own, drive and develop the team members to be effective in their role
Need to work towards enhancing the customer experience and overall service delivery
Meeting client expectations and process metrics
Excellent verbal and written communication skills
Qualifications
Required
Minimum Qualification – Graduate
2-5 years of related experience
English - B2/B2+ level
Preferred
ITIL Service Operations
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