Service Desk Team Lead Position

1 day ago


Bristol, Bristol, United Kingdom Peaple Talent Full time
Peaple Talent's Opportunity:

We are seeking an experienced Team Leader to join our IT Support team and take on a challenging role that requires strong leadership skills, technical expertise, and excellent communication abilities.

Job Overview:

As the Team Leader - IT Support, you will be responsible for leading a team of Service Desk analysts and contributing to delivering exceptional IT support services.

Responsibilities:
  • Team Leadership
  • Oversee the daily resource plan to ensure adequate staffing and effective task allocation across the team.
  • Conduct monthly 1-to-1 meetings and manage the annual performance reviews for all team members.
  • Identify and address knowledge or skills gaps through training, mentoring, and collaboration with the internal Trainer.
  • Act as a role model and coach to foster a culture of excellence within the team.
  • Operational Excellence
  • Monitor team performance to ensure adherence to operational processes and procedures.
  • Act as the first point of escalation for complex or challenging issues within the team.
  • Perform Quality Assurance activities, including ticket reviews and phone conversation audits.


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