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Service Desk Team Lead

2 months ago

Birmingham, Birmingham, United Kingdom Hexaware Technologies Full time
Service Desk Team Lead Job Description

We are seeking a highly skilled Service Desk Team Lead to join our team at Hexaware Technologies. As a key member of our IT service management team, you will be responsible for leading the Service Desk team and ensuring the delivery of exceptional customer service to our end-users.

Key Responsibilities:
  • Manage the Service Desk team, including incident and service request process handling, and ensure that all tickets are resolved within the agreed Service Level Agreements (SLAs).
  • Liaise with the Service Manager to ensure alignment with the overall IT service management strategy.
  • Develop and issue Service Desk Operational Reports to provide insights into team performance and identify areas for improvement.
  • Collaborate with the Change lead to ensure smooth execution of changes and minimize disruptions to our services.
  • Log and triage incidents in our IT Service Management (ITSM) tool, and escalate unresolved incidents as per the escalation mechanism.
  • Analyze ticket trends and provide reports with recommendations for improvement, and create knowledge base articles to support the team.
  • Attend voice calls and provide technical support to end-users as required.
  • Document technical, process, and ticket status updates in our knowledge management system.
  • Use Remote Desktop to assist end-users with technical issues.
  • Monitor the Incident Management queue and assign/reassign tickets as per standard procedure.
  • Execute service requests raised in the ticketing tool according to our Standard Operating Procedures (SOPs).
  • Perform basic troubleshooting of desktop application and access, network, printer, Active Directory, O365, and email-related issues.
  • Proactively manage problems and identify opportunities for improvement.
  • Develop and maintain strong relationships with our vendors and partners.
  • Stay up-to-date with the latest ITSM tools and technologies, including ZOHO ITSM.
Requirements:
  • Minimum 4+ years of experience in a service desk lead role.
  • Excellent communication and conversation skills in English, with a Versant Score of 70.
  • Good knowledge of Incident, Change, and Problem Management.
  • ITIL certification is a must.
  • Good documentation skills and ability to work in a fast-paced environment.
  • Ability to handle unforeseen situations and high levels of acceptance and understanding in dealing with end-users.
What We Offer:

We offer a competitive salary and benefits package, as well as opportunities for career growth and professional development. If you are a motivated and experienced Service Desk Team Lead looking for a new challenge, please submit your application.