Service Desk Team Leader

at  Wanstor

DESCRIPTION

The Service Desk Team Leader role is responsible for managing the operation of the Service Desk. This role is crucial to ensuring customer requirements are met in terms of communication, prioritising, escalating and resolving incidents and requests. The Service Desk Team leader provides leadership and mentoring to the Service Desk Team and will drive a culture of continual process improvement within the Service Desk team and the wider IT Team.

SKILLS, KNOWLEDGE & EXPERTISE

• IT support experience at a 2nd line level
• Knowledge of ITIL, incident, problem and change management
• Experience taking responsibility and ownership of stakeholders and projects

• Day-to-day management of the Service Desk function for a subset of customers
• Drive the meeting of customer SLAs and an exceptional customer service Ensure tickets are logged accurately and call queues are managed efficiently, Discover and diagnose customer issues effectively
• Undertake a weekly review of team call queues
• Lead and attend weekly Service Desk meetings to highlight performance, introduce staff and new clients/services. Use the forum for other BAU activities Performance manage 1st and 2nd line support technicians including staff appraisals, objective setting and 1:1 reviews.
• Ensure all staff have appropriate training and develop personal development plans to meet future requirements
• Manage the Service Desk rota alongside fellow SDMs and Team Leaders for early, late and weekend shifts
• Drive the continuous improvement of service through Incident Management, Change Management, Problem Management, Information Security and Knowledgebase practices
• Own the escalation of incidents (P1’s & P2’s) whilst expediting issues to the relevant teams