Service Desk Team Lead

Overview

We are seeking an experienced and results-driven IT L1/L2 Service Desk Team Leader. Working with your peers to the Service Desk Manager to oversee our IT service desk operations 24/7 at the Global Service Centre. The ideal candidate will manage a team of service desk technicians and analysts, ensuring the delivery of high-quality IT support and excellent customer service to our organization s employees and clients. This role requires a strategic thinker with strong leadership, technical expertise, and a customer-centric approach to managing IT support services. This role is highly suited to a person who has started from the ground up in a Service Desk environment.

Our Global Service Centre is a core delivery component of the Version 1 ASPIRE Managed Services that place AI, continuous improvement and business innovation at the heart of everything Version 1 does. With a focus on shift-left and automation, we utilise the best digital capabilities of the ServiceNow ITSM tooling product.

Key Responsibilities:

• Leadership and Management:
  • Supervise, mentor, and develop a team of service desk technicians and analysts.
  • Establish performance objectives and provide regular feedback through performance evaluations.
  • Foster a positive and collaborative team environment.
• Service Desk Operations:
  • Oversee daily service desk activities, ensuring prompt resolution of incidents and service requests.
  • Monitor service desk performance metrics, such as first-call resolution rate, response time, and ticket backlog.
  • Manage and prioritize workload, including escalations and major incident handling.
  • Identifying continuous improvements for shift left and automation.
  • Ability and willingness to be active in ticket handling and resolutions.
• Customer Service and Support:
  • Ensure a high standard of customer service by monitoring end-user feedback and addressing any concerns.
  • Develop and implement strategies to enhance the end-user experience, including the use of digital contact channels and automated workflows.
  • Act as a point of contact for key stakeholders regarding service desk performance including complaints and plaudits.
• Process Improvement and Compliance:
  • Develop, document, and maintain service desk processes, procedures, and best practices.
  • Ensure compliance with company policies and industry standards, including ITIL practices.
  • Identify and implement improvements to service desk tools and workflows.
• Technical Expertise and Collaboration:
  • Collaborate with other IT teams to ensure alignment and efficiency across all IT operations.
  • The creation and maintenance of knowledge base articles and guides to aide in technical resolutions.
  • Provide technical guidance to the service desk team, assisting with complex issues as needed.
  • Stay updated on emerging technologies and recommend tools to improve service desk functionality.
• Reporting and Analysis:
  • Generate regular reports on service desk performance and trends.
  • Analyze data to identify areas for improvement and develop action plans accordingly.
  • Present findings and updates to the S.