IT ServiceDesk Team Lead position
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Having good experience and management skills
Coordinate with the service desk team members in their daily duties.
Evaluate and assess service delivery performance and carry out survey on clients to weigh the level of service delivery in the company.
Keep record of daily operations at the desk for tracking of customer needs, services rendered and future reference.
Create a mode of operations to be adhered to by team members in order to maintain good routine and orderliness.
Delegate specific service desk responsibilities to team members to create specialization and increase service delivery pace.
Review all client complaints, rectify issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions.
Observe service desk operation techniques to determine how effective they are and implement new techniques when old ones are ineffective.
Effectively manage, develop, and train the service desk team.
Ensure all processes used by the service desk are thoroughly documented and consistently audited.
Conducting and sharing results from service and operation performance reviews.
Coordinating and managing all relevant stakeholders, including the support desk team,
customers, and other teams that are involved in service desk operations.
Assist the SDM with any other duties and IT Projects.
Ensure delivery within primary area of Request Fulfilment / Incident resolution within contractual SLA.
Management of the Service Desk Team ensuring resource allocation and attendance.
Effectively achieve KPI’s and plan activities.
Act as a point of hierarchical escalation.
Coordinate on the activities that are assigned to resources, ensuring the availability of resource and capability (performance management / training & coaching) to meet KPIs and adherence to SLAs.
Coordinate technical and hierarchical escalation to other technical teams / 3rd parties /
management.
Assist with the development of new processes and enhancement of existing ones.
bachelor of science in Information technology
