Service Desk Team Lead

As a Service Desk Team Lead, you will embody service excellence by overseeing the delivery of support to users and managing service-related inquiries. You will provide day-to-day management of the Service Desk Team and its workload, acting as the first point of contact for any escalation of issues. You will also act as a point of contact between the Service Desk and other teams across the organisation.

Your responsibilities include contributing to the team's development and support, ensuring processes are followed, and operations are performed correctly. You will ensure compliance with SLAs, own the incident management process, and provide reporting data to the Service Centre leadership. You will also provide expert technical troubleshooting and fault resolution for any incidents or requests raised.

Additionally, you will lead, train, and mentor the service desk team, enhancing their skills and knowledge. You will be expected to lead and plan projects, and report on the progress. Your proactive approach, attention to detail, and collaborative nature will foster strong relationships across various stakeholder groups, supporting seamless service operations and enhancing overall user satisfaction.

Key Responsibilities

• Provide Advanced Technical Support: Handle escalated incidents from Tier 1, troubleshooting and resolving complex technical issues related to software, hardware, and system configurations.

• Incident Ownership: Take ownership of escalated incidents, ensuring that appropriate technical troubleshooting steps are followed, and collaborating with other technical teams and Incident Managers to resolve incidents effectively.

• Root Cause Analysis: Help to perform root cause analysis for recurring or major incidents, implementing corrective actions to prevent future occurrences. Stakeholder Management: Communicate effectively with users, technical teams, and third-party vendors to ensure all stakeholders are aligned on incident status and timelines.

• Major Incident Management: Assist in the management of major incidents, coordinating with engineers, business teams, Incident Managers and third parties to ensure quick resolution and minimal business disruption.

• Collaborate with Tier 1 & Support Teams: Provide guidance and knowledge transfer to Tier 1 teams to reduce the number of escalated tickets over time. Work closely with other teams (e.g., infrastructure, application support) to resolve incidents and requests requiring multiple levels of expertise.

• Process Improvement: Identify opportunities to improve operational processes, collaborate on enhancing Standard Operating Procedures (SOPs), and contribute to knowledge base articles for ongoing improvements.

• Reporting & Monitoring: Monitor service desk performance metrics, contribute to service performance reports, and identify trends to improve overall service desk efficiency.

• Change Management: Participate in change management activities by reviewing and providing input on upcoming changes and coordinating with the Change Manager and other support teams to ensure smooth implementations.

• Extensive experience providing first and second line support for IT services. Experience with incident, change, and problem management processes.

• Ability to work on a rotational shift basis, including weekends and outside of typical business hours. Experience in geographically distributed technology support organizations.

• Expertise in supporting remotely located end users, VIPs, and systems. Advanced knowledge of network and server infrastructure.

• Proficient knowledge and experience with Active Directory (users, contacts, permissions, groups, etc.).

• Strong analytical and problem-solving skills, with the ability to interpret complex data and provide strategic insights. Business fluency in English.

• Advanced ITIL® knowledge and certifications.

• Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely to senior stakeholders Deep understanding of the impact of technology on business operations.

• Well-organized with the ability to multitask and manage priorities.

• Ability to adapt to changing priorities and work effectively in a fast-paced, dynamic environment Proven ability to contribute to projects and mentor junior team members.

• Strong collaborative skills with the ability to work effectively with cross-functional teams and senior management. Self-driven and proactive in identifying and solving problems