Service Desk Team Lead
4 weeks ago
DP World are currently recruiting for a Service Desk Team Leader on a remote basis in the UK or Ireland. This role is responsible for overseeing the team, implementing best practices to optimize service desk operations, and continuously improving service delivery processes. By leveraging their technical expertise and leadership skills, the Service Desk Team Leader contributes to the overall success of the organization by delivering exceptional customer service and enhancing the customer experience
About the Role:
- Provide leadership and guidance to the service desk team, ensuring that team members are motivated, engaged, and performing at their best.
- Conduct regular team meetings, one-on-one sessions, and performance evaluations to assess team performance and provide feedback for improvement.
- Oversee the resolution of customer issues and inquiries in a timely and efficient manner, ensuring adherence to service level agreements (SLAs) and quality standards.
- Act as an escalation point for complex/high-priority issues, providing guidance to team members to facilitate resolution.
- Continuously evaluate service desk processes and procedures, identifying inefficiencies and areas for improvement.
- Develop and implement best practices using ITIL framework to optimize service desk operations and enhance productivity.
- Utilize data and metrics to track key performance indicators (KPIs) and drive continuous improvement initiatives.
- Coordinate training programs to ensure that service desk team members have the necessary skills and knowledge to effectively support customers.
- Provide ongoing coaching and mentoring to team members, helping them develop their technical skills and customer service capabilities.
- Efficiently manage resources, including staffing levels, workload distribution, and skill utilization, to ensure optimal service desk performance.
- Implement knowledge management practices to capture, organize, and share valuable information and expertise within the service desk team.
- Develop knowledge bases, documentation, and self-help resources to empower team members and enhance problem-solving capabilities.
- Encourage collaboration and knowledge sharing among team members to foster a culture of continuous learning and improvement.
Your key skills:
- Minimum of 3 years of hands-on experience in a leadership role within a service desk or technical support environment.
- Industry certifications such as advanced ITIL certifications are highly desirable.
- Proven managerial experience, demonstrating the ability to lead and motivate a diverse IT support team effectively.
- Strong understanding of service desk operations and hands-on experience with service management software and tools.
- Demonstrated ability to foster a positive and collaborative work environment, leading to enhanced team performance.
- Excellent communication and stakeholder management skills, capable of articulating technical information clearly to non-technical audiences.
- Proficient problem-solving skills, coupled with the ability to analyse service desk activity to drive continuous improvement.
- Extra language skills would be beneficial (German/Dutch)
Compensation
DP World offers exciting and challenging roles within a growing international organization. We strive to hire and develop the right people, locally and globally, stimulating personal growth and self-development within an informal atmosphere. We offer a market competitive compensation package.
About DP World
Trade is the lifeblood of the global economy, creating opportunities and improving the quality of life for people around the world. DP World exists to make the world’s trade flow better, changing what’s possible for the customers and communities we serve globally.
With a dedicated, diverse and professional team of more than 103,000 employees spanning 75 countries on six continents, DP World is pushing trade further and faster towards a seamless supply chain that’s fit for the future.
We’re rapidly transforming and integrating our businesses -- Ports and Terminals, Marine Services, Logistics and Technology – and uniting our global infrastructure with local expertise to create stronger, more efficient end-to-end supply chain solutions that can change the way the world trades. The DP World family comprises of syncreon, Imperial and P&O.
What's more, we're reshaping the future by investing in innovation. From intelligent delivery systems to automated warehouse stacking, we’re at the cutting edge of disruptive technology, pushing the sector towards better ways to trade, minimising disruptions from the factory floor to the customer’s door.
WE MAKE TRADE FLOW
TO CHANGE WHAT'S POSSIBLE FOR EVERYONE
DP World is committed to the principles of Equal Employment Opportunity (EEO). We strongly believe that employing a diverse workforce is central to our success and we make recruiting decisions based on your experience and skills. We believe that employees are happiest when they’re empowered to be their true, authentic selves. So, please come as you are. We can’t wait to meet you.
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