Service Desk Team Leader

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Service Desk Team Leader Job Description Template

Our company is looking for a Service Desk Team Leader to join our team.

Responsibilities:

  • Ensure that all customers are informed immediately of any issues which will affect the successful processing of data or security procedures;
  • Take ownership of the Department Skills Matrix ensuring it is updated on a monthly basis and setting monthly targets for improvement;
  • Continually develop technical, professional and service quality skills and experience;
  • Comply with company and departmental policies, procedures and guidelines;
  • Agree Next Contact Dates (NCDs) with customers and deliver 100% of NCD commitments;
  • Maintain individual development plans for all analysts, with objectives, actions required, planned training and outcomes;
  • Promote a positive image MHR at all times;
  • Attend support meetings in order to investigate any difficulties being experienced and further improve our procedures;
  • Managing the performance of technical engineers through objective setting, regular 1-2-1’s, encouraging and supporting personal development;
  • Manage Service Desk Analysts on a daily basis, ensuring there is sufficient cover for essential tasks at all times;
  • Communicate effectively throughout the lifecycle of all issues using the most appropriate means, telephone updates being the preferred method;
  • Review engineer skills regularly against our customer requirements and develop personal development plans with engineers in line with this;
  • Ensuring your team’s compliance with health and safety requirements, including risk assessment and the Company’s Lone Worker Policy;
  • Recognise and highlight any training requirements to the Principal Analyst;
  • Attend any relevant training as required.

Requirements:

  • Proactive attitude around problem solving/management;
  • Excellent communication skills;
  • PC and Hardware troubleshooting;
  • Understanding of ITIL framework;
  • ITIL;
  • Networking expertise;
  • SOTI Administration & Software Rollout;
  • Knowledge of cloud computing;
  • Strong level of customer service;
  • Stakeholder management;
  • Networking DHCP/DNS/NTFS/Share permissions.