Service Desk Team Leader – J-1750

JOB DESCRIPTION:
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Overview:

Our client is a professional ICT services company delivering comprehensive outsourced IT & communications solutions.  They provide their customers with Managed Services, Professional Services, Project Management, Consulting and Advisory, Security Infrastructure, Audit Compliance, Validation Services and Cloud & Data Centre solutions.

The company was established in 2010 to design, deliver, deploy and support IT environments for their sister company.  The company has grown to meet the ever-increasing demand for IT support and, in particular, rapid response and remediation.  It’s flexible offerings are uniquely tailored to each customer and are supported by our experienced and accredited Service Management Centre (SMC).

 

Purpose of Role:

The SMC has a Service Desk providing a single point of contact for their customers whether it be via phone, email or our IT Service Management (ITSM) tool. The Service Desk is responsible for Incident and Service Request management along with ensuring all other ticket types are updated in a timely fashion. The Service Desk Team Lead provides mentoring and leadership to the Service Desk team and a liaison for internal and external escalations for the Service Desk.

 

Key Responsibilities:

  • Receiving customer calls and emails clarifying requirements
  • Log all Incidents and Service Requests accurately in the ITSM tool
  • Ensure all tickets have accurate details and the correct priority
  • Attempt to resolve on first point of contract using KBAs
  • Ensure internal and external stakeholders are updated for Priority 1 & 2 tickets
  • Escalate and liaise with Major Incident Manager (MIM) as needed
  • Escalating issues such as customer complaints to management
  • Ensure customer Service Level Agreements (SLA) and customer expectations are met
  • Ensure company Key Performance Indicators (KPI) are met
  • Ensure company Operational Level Agreements (OLA) are met
  • Create & update KBAs as needed
  • Engage with 3rd party vendors as needed
  • Adhere to the SMC procedures and policies
  • Ensure that the working areas are neat and clean
  • Support and contribute the team and company culture
  • Technical escalation and mentor for the Service Desk team
  • Manage the Service Desk team and adhere to team KPIs
  • Set individual career paths and ensure high staff retention
  • Manage all client expectations and ensures positive customer experiences
  • Generate staff utilisation reports and ensure team is effective

Preferred Skills:

  • At least 5 years of Service Desk experience in a 24×7 environment
  • At least 3 year of leadership experience in an IT environment
  • Experience supporting end user hardware e.g. laptops, monitors and printers
  • Experience supporting Microsoft product suite
  • Ticketing system experience
  • Experience supporting English speaking countries
  • Good written and oral communication skills
  • Related IT diploma or degree
  • ITIL Foundation v3 certified (ITIL)
  • ITIL Practitioner (ITIL)
  • ITIL Intermediate (ITIL)
  • A+ certified (CompTIA)

Bonus:

  • Experience with AutoTask ITSM tool
  • Experience supporting MS O365
  • MCSA Windows 10 certified (Microsoft)
  • ACMT certified (Apple)
  • HDI-CSR certified (HDI)