Service Desk Team Lead

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About the Job

As the Service Desk Team Lead in Remote Support, you will be responsible for overseeing a team of remote support analysts, ensuring the delivery of high-quality technical support to end-users. Your role involves leading and coordinating the team, managing escalations, optimizing remote support processes, fostering a collaborative and efficient work environment and encouraging productivity and innovation.

As Service Desk Team Lead, You Will

• Lead, mentor, and motivate a team of remote support analysts
• Conduct regular one-on-one and team meetings to ensure effective communication and address team needs
• Manage SLAs for responsiveness, completeness of solutions provided, and user satisfaction.
• Overview incidents based on its priorities and channelized to obtain an effective resolution within prescribed SLA
• Produce and collect impeccable operational data in no time
• Provide leadership to ensure the team has the tools, training, and mentorship required to succeed. Also, could lead, train and mentor team members, both from a technical and non-technical perspective
• Monitor team performance and individual analyst metrics
• Provide constructive feedback and implement performance improvement plans as necessary
• Monitor metrics (e.g. KPI, SLA, etc.) to evaluate and improve performance
• Continuously evaluate and optimize remote support processes for efficiency and effectiveness
• Implement best practices to enhance the overall quality of support services
• Overview and take ownership of any notification
• Produce and maintain technology process documentation
• Up scale the internal IT parameters (CMDB, Service Catalog etc)
• Establish and optimize schedules to keep staff coverage and service in line with forecasted demands
• Monitor agent calls, analyze performance and provide valuable feedback as well as chart out plans for improvement in quality & service standards
• Act as an effective escalation point and overview all issues, requests coming from/to Global Service Desk, ensuring that requests / ticket journey is followed as per agreed SLA
• Create reports on advanced excel, slides and necessary IT operational documents (SOPs, TSBs etc.)
• Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for end users

As Service Desk Team Lead, You Have

• Must be a full-time technical graduate
• Must have at least 7 + years of experience in IT operations at least 2 years as a TL or Supervisor
• Experience in knowledge management content development (create, edit, validate and manage knowledge articles) or technical writing
• Remote support experience necessary
• Must be familiar with problem, defect and incident management
• Must have experience in working on ticketing system tools like Jira, Service Now or Remedy
• Familiarity with IT service management (ITSM) processes and tools
• Relevant certifications (e.g., CompTIA A+, Network+, ITIL) are a plus
• ITIL knowledge of V3 or V4. Especially on Service Desk, Incident, Problem, and Change Management
• Hands-on work experience with the following:
• Windows Operating systems
• Active Directory
• Office 365 user administration
• G Suite user administration
• User account creation for Active Directory, Exchange Mailboxes, Distribution lists VPN and VDI
• Ability to work well in a dynamic environment and multi-task (short delivery timescales; an evolutionary business environment with changing requirements and priorities; interaction with business users and other technology teams etc.)
• Must demonstrate a strong analytical and problem-solving skill
• Must be self-motivated, with strong ability to work both independently and with teams and managers as appropriate
• Must have experience performing root cause analysis and collaborating with technical teams of diverse IT related skill sets
• High levels of productivity and effectiveness
• Effective verbal and written communicator, able to adapt delivery style and language to suit the audience
• Able to win respect by working with people at all levels across IT and within the business
• Strong presentation skills including formal and informal presentation of work and assessments to critical audiences
• Must have keen attention to detail
• Flexible to work in shifts and extended hours