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SalarySERVICE 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.
