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Service Desk Team Lead
2 months ago
Minimum Qualifications:
- Experience: 5-7 years in customer service technology, with Lead experience.
- Skills: Strong communication, problem-solving, and organizational skills; ability to manage multiple tasks in high-pressure situations.
- Education: High school diploma required; college degree preferred.
Key Responsibilities:
- Supervise and Manage Team: Oversee the Service Desk team’s performance, ensuring timely resolution of Incidents and Service Requests, and adherence to HR and IS policies.
- Performance Reviews: Conduct annual and semi-annual performance evaluations for Support Analysts, providing guidance and feedback for improvement.
- Incident Management: Monitor and prioritize Incidents, ensuring SLAs are met, quality is maintained, and escalations are handled appropriately.
- Customer Satisfaction: Follow up on customer dissatisfaction to identify issues and opportunities for service improvement.
- Collaboration & Reporting: Work with the Service Desk Manager to improve team performance, document activities, and generate reports as needed.
