Service Desk Lead

SUMMARY:
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POSITION INFO:

Duties and Responsibilities 

• Manage and coordinate urgent and complex support issues. Act as an escalation point for all requests and incidents.
• To develop and mature the JIRA ticket (Ticket logging system) escalation processes to ensure efficient escalation and information.
• Ensure Service Desk Consultants are trained, coached and mentored including career development.
• Setting performance standards, meeting defined metrics/benchmarks, and those standards and processes are followed to provide professional customer service.
• Provide guidance on priorities, and balance team shifts to meet the Clients requirements.
• Ensure service desk support staff correctly and professionally implement the applicable software solutions rolled out either at new customer sites or system enhancements/new features, etc. at existing customers, as well as supply professional, well-planned and executed training to end users.
• Provide additional support to Service Desk Consultants when the need arises.
• Learn and understand all Public Sector software solutions in order to supply high level customer technical support.
• Compile daily, weekly and monthly reports on Service Desk team’s productivity and ticket performance.
• Peruse and analyse JIRA customer query data in order to formulate best practice development (trend identification and solution development).
• Conduct, review and manage Customer survey feedback to improve the services, tools and support experience.
• Manage internal business unit relationships and dependencies on daily operational needs.
• Manage and control the Service Desk unit operating costs and expense budget.
• Follow up with customers/Account Managers to identify areas of improvement.
• Conduct weekly and monthly operational meetings.
• Implement initiatives that encourage an environment of innovation and continuous improvements in service delivery
• Make effective use of Jira ticket data to monitor and manage productivity of the Service Desk Consultants.

        Qualifications and experience :       

• Minimum 5 years’ experience in a Senior IS related position managing projects and teams
• Minimum 2 years’ lead experience in Management role
• Strong Management Experience
• Conflict resolution and negotiation management
• Extensive Project management in IS environment
• Experience in the application of Prince II and Agile/Scrum methodology
• Deliverable management
• Client relationship management
• Resource management including HR matters
• Tertiary qualification in Information Systems. 

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