Service Desk Team Lead at Alfred & Victoria Associates

Job Objective

• The Service Desk Team Leader role is responsible for managing the operation of the Service Desk.
• This role is crucial to ensuring customer requirements are met in terms of communication, prioritizing, escalating and resolving incidents and requests.
• The Service Desk Team leader provides leadership and mentoring to the Service Desk Team and will drive a culture of continual process improvement within the Service Desk team and the wider IT Team, the Service Desk Team.

Responsibilities

• Responsible for managing Service Desk communications with end to end support.
• Responsible for Incident Handling, Service Requests and Escalation Management.
• Responsible for supervising & managing the day to day Service Desk activities.
• Responsible for incident, requests, escalation management.
• Ensure 100% SLA compliance & Driving initiatives to improve SLAs by analysis and Responses
• Owner for Daily/Weekly/Monthly reviews for the tower
• Manage junior & senior service desk engineers and their performance.
• Professional and proactive approach in resolving End User issues.

Academic Qualification

• B.Sc / HND in Computer Science / Engineering or other related Course.

Experience:

• 9 years’ experience in customer service delivery within a technology environment, ideally a service desk or trouble-shooter role.
• ITIL Foundations Certification desirable.

Key Skills & Competencies:

• Showcase good interpersonal skills for customer relations
• Managing an ITIL based Service Desk, implementing and following best practice
• Managing and developing staff, creative use of resources to deliver outcomes
• Managing complex stakeholder relationships, influencing positive outcomes by using excellent negotiation and communication skills
• Leading by example to inspire staff and colleagues
• Must have good leadership skills to carry people along
• Must be knowledgeable about service desk system and IT tools
• Must have good judgment in handling serious customer problems.
• Proven team management skills
• Experience of implementing an incident and problem service model
• Past experience of producing service improvement plans.

Salary
Very Attractive.