Service Desk Team Leader

SERVICE DESK TEAM LEADER

Our client is seeking a Service Desk Team Leader to join their team permanently. The Service Desk Team Leader will be driving a team of engineers to perform to the best ability within IT Support. The Service Desk Team Leader will need experience within a management role and must have experience in 3rd-line support.

Key Responsibilities for the Service Desk Team Leader:

• Acting as a point of escalation and guidance for technical, operational, and process queries

• Lead a team and its response based on ticket priority, SLA, and other operational factors

• Assist the Head of Support Services to coordinate the flow of tickets within your team, ensuring the right person is on the right job and at the right time

• Support other Service Desk Team Leaders as required

• Work service tickets that align with your technical ability

• Provide coaching, and feedback and identify training needs and raising with HoSS

• Escalate concerns and seek appropriate guidance from HR

Skills Required for the Service Desk Team Leader:

• Demonstrable experience managing customer relationships

• Experience in line managing a small team

• Experience in a Service Desk Environment as a 3rd Line Engineer

• Demonstrable experience in a high-pressured environment, multitasking and reprioritizing workstreams to meet operational needs

• Proven ability to work as part of a team and communicate effectively.

If this role is of interest, please apply for additional information or contact Thomas Edevane.