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Service Desk Team Leader
2 months ago
We are seeking a highly skilled and experienced Service Desk Team Leader to join our team at Ascent People. As a key member of our IT support team, you will be responsible for leading a team of Service Desk Technicians and ensuring the smooth operation of our IT services.
Key Responsibilities:- Assist the Service Desk Manager in supervising the Service Desk staff.
- Handle the IT support queue when needed.
- Assist the IT Support / Service Desk technicians with incident management and service request fulfilment.
- Aid with managing breached SLAs.
- Assist the Service Desk Manager with defining, validating and distributing metrics to stakeholders.
- Provide cover for the Service Desk Manager when they are on leave.
- Track active performance against SLAs and escalate to the Service Desk Manager according to the SLA policies.
- Ensure the on-call rota is updated and provides adequate support out of hours.
- Support the Service Desk Manager with the Major Incident process.
- Contribute to communications to the wider business regarding anything that could affect IT services.
- Participate in Problem Management and Change Management processes.
- Evaluate documented resolutions and analyse trends for ways to prevent recurring issues.
- Actively seek feedback from end users and action any C-SAT survey responses.
- 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.
