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Service Desk Team Leader
2 months ago
We are seeking a highly skilled Service Desk Team Leader to join our team at Ascent People. As a Service Desk Team Leader, you will play a crucial role in the day-to-day operations of our Service Desk, ensuring that our clients receive exceptional support and service.
Key Responsibilities:- Assist the Service Desk Manager in supervising the Service Desk staff and ensuring that all tasks are completed efficiently and effectively.
- Handle the IT support queue when needed, providing timely and accurate support to our clients.
- Assist the IT Support / Service Desk technicians with incident management and service request fulfilment, ensuring that all issues are resolved promptly and to the client's satisfaction.
- Aid with managing breached SLAs, working closely with the Service Desk Manager to ensure that all service level agreements are met.
- Assist the Service Desk Manager with defining, validating and distributing metrics to stakeholders, providing valuable insights into the performance of the Service Desk.
- Provide cover for the Service Desk Manager when they are on leave, ensuring that the Service Desk continues to operate smoothly and efficiently.
- Track active performance against SLAs and escalate to the Service Desk Manager according to the SLA policies, ensuring that all service level agreements are met.
- Ensure the on-call rota is updated and provides adequate support out of hours, ensuring that our clients receive 24/7 support.
- Support the Service Desk Manager with the Major Incident process, working closely with the team to resolve complex issues.
- Contribute to communications to the wider business regarding anything that could affect IT services, ensuring that all stakeholders are informed and up-to-date.
- Participate in Problem Management and Change Management processes, working closely with the team to identify and resolve issues.
- Evaluate documented resolutions and analyse trends for ways to prevent recurring issues, ensuring that our clients receive the best possible service.
- Actively seek feedback from end users and action any C-SAT survey responses, ensuring that our clients are satisfied with the service they receive.
- Validate technician compliance to policy and procedures during all tasks, taking action, reporting, or escalating to the Service Desk Manager as necessary.
- Strong attention to detail, with an analytic mindset and ability to solve complex problems.
- Excellent communication skills, with the ability to build a rapport with employees at all levels.
- Ability to consistently document information concisely and accurately.
- Comfortable working autonomously, able to act with intuition.
- Ability to think outside the box to bring fresh ideas to the table.
- 1 years + experience in a similar team leader role with at least 3 years prior experience as a Service Desk Technician.
- Demonstrable experience facilitating meetings at multiple levels of an organisation and an understanding of facilitation techniques.
- Demonstrable understanding of the ITIL framework.
- Demonstrable experience dealing with difficult stakeholders and managing stakeholder expectations.
- Understanding of ITSM system configuration.
- Experience using tools such as Asana, Google Apps and ITSM Software such as Halo ITSM or Freshservice.
This is a fantastic opportunity for an experienced Service Desk Technician who is ready to take on more of a management/team leader role. If you are a motivated and skilled individual who is passionate about delivering exceptional service, we would love to hear from you.
Please send your CV for immediate consideration.
Ascent People is acting as an employment agency for this role and applicants from all ages and backgrounds will be considered.
