Service Desk Team Leader - CPT

SUMMARY:
We are looking for a Service Desk Team Leader to Manage an onsite Service Desk at a Client location.

POSITION INFO:

Essential functions:

• Oversee and manage day-to-day operations of onsite service desk
• Manage service desk agents (scheduling shifts, reviewing and rating of KPAs, leave)
• Act as service desk liaison to major business impacting initiatives
• Involvement in IT initiatives and projects to ensure service desk is aligned and ready for deployments
• Ensure the ticket lifecycle of all tickets logged with the service desk is managed in line with agreed SLA
• Driving First Call Resolution ability within the team
• Management of SLA areas of concern
• Onboarding of new service desk staff
• Training and mentoring of service desk staff
• Managing of all escalation until resolution
• Reporting on service desk performance and improvement plans
• Operational management of major outages, scheduled outages and business events
• Ensure continuous improvement and development of processes and technology to meet agreed goals
• Management of customer satisfaction issues and user-feedback responses

• Excellent verbal communication skills
  • 5 Years experience in a team lead position/managing a team
  • 5 years experience in IT service management
  • Ability to work well with people and express empathy
  • Conflict management skills
  • Management of multiple priorities
  • Working in a high-stress environment
  • Communicating with executives and business stakeholders

NB! This job is now closed. You can apply for other jobs by uploading your CV.