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Service Desk Team Lead
2 months ago
We are seeking a highly skilled and experienced Service Desk Team Lead to join our Technical Operations team at Nasstar. As a key member of our team, you will be responsible for leading and directing a team of technical specialists to provide exceptional service to our customers.
Key Responsibilities:
- Lead and direct a team of technical specialists to provide 1st class service to our customers.
- Work closely with the Customer Operations Manager to provide direct feedback on team performance and identify areas for operational improvement.
- Ensure effective onboarding and development of team members to enable them to succeed.
- Assist with Jeopardy management through escalation and ticket reviews, ensuring timely resolution of customer issues.
- Review ticket trends to identify problems and implement changes to reduce re-occurrence of common issues.
Deliverables:
- Build a high-performing technical team that is always looking to improve and develop.
- Create a positive culture in the team based on professionalism, pride, and excellent service delivery and customer service.
- Support team members in prioritizing incidents and workload.
- Act as an escalation point and decision-maker for service-related issues, identifying bottlenecks and implementing service improvement plans.
Requirements:
- Solid background in Service Desk support.
- Experience working in a busy IT Service Desk environment in a technical customer-facing role.
- Experience working with and adhering to procedures.
- Experience supporting end-users across various locations.
- Experience of ITSM systems and automating Service Desk processes.
What We Offer:
- Competitive salary and benefits package.
- Flexible working arrangements, including virtual working.
- Top-of-the-line technology and equipment.
- Opportunities for career growth and development.
About Nasstar:
Nasstar is a forward-thinking organization that specializes in transformative technology. We deliver a range of managed services, including cloud optimization, application modernization, and networking. Our team is passionate about helping our clients succeed in today's business landscape.
Why Choose Nasstar:
We recognize the importance of creating a work environment that supports personal development and enables individuals to reach their full potential. With a diverse range of roles across the company, an excellent Apprenticeship scheme, and several training and development programs available, the opportunities for growth are endless.
