Service Desk Lead (Shift Lead/ Team Lead)

Service Desk Lead (Shift Lead/ Team Lead)
(Job Description Skill, Responsibility and Strategic Responsibility)

• Provide leadership for the daily operations of the service desk and assigned teams performance including schedule adherence, operational metrics, and individual performance metrics
• Analyze teams performance to identify problem areas, non-compliance to team guidelines, and training opportunities on an individual basis including regular coaching, one-on-one training, and performance improvement plans
• Regularly review teams ticket and call quality audits to ensure standards of quality are met routinely
• Act a liaison with customers to enhance their satisfaction by providing guidance, assistance and follow-up to customer inquiries unresolved by Associates
• Actively participate in team training sessions for new hires, refresher training, and new technology deployments
• Collaborate with functional leads in the development and maintenance of department processes, knowledge management, and quality assurance to deliver solutions aimed at continuous improvement
• Point of contact for escalations as needed for unresolved incidents or irate callers
• Lead post-critiques of incident and requests to look for ways to improve customer satisfaction
• Work closely with the aligned Business Technology teams to ensure continued improvements and knowledge growth including new technology rollouts, identification of new L1 resolvable issues, and improvements the overall incident process
• Grow general knowledge of IT and business systems , training junior analysts in order to increase the ability to resolve issues on first contact
• Provide input to Manager on performance appraisals for all analysts
• Ensure incident response times are met measured to drive down incident levels
• Ensure incidents are categorised, updated and assigned correctly
• Balance workload across the Service Desk team
• Measure and meet the Service Desk team key performance indicators
• Measure and improve first line fix rate
• Day to day management of a proactive, skilled Service Desk function
• Supervise the Service Desk Team and instil a quality customer service culture
• Act as an escalation point for the Service Desk Team
• Provide statistics and reports relating to the Service Desk

Qualifications for service desk team leader

• Microsoft Certified Systems Engineer (MSCE) Certification is a plus
• Proven leadership, negotiating and conflict resolution skills
• Excellent Written and Verbal Communication (with a focus on listening)
• Requires strong interpersonal skills including initiative, problem analysis, attention to detail and sound judgment when making decisions
• Ability to multi-task and open to assigned flexible hours and on-call rotation

•

Last updated on Oct 4, 2022