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They now seek a highly motivated and organised individual to be their Service Desk Team Leader. You will oversee the whole operation of the managed service desk and act as the primary liaison between the customer base and my client.
Responsibilities
- Oversea ticket assignments, ensuring they are directed to the correct team and resolved within agreed SLAs
- Track tickets across their lifecycle, follow up with internal teams to avoid delays in resolution
- Review and manage escalated issues, ensuring timely interventions and updates
- Serve as the central communication point between the service desk and my clients' internal teams
- Build and maintain strong working relationships with the support teams
- Act as the voice of the managed service desk, updating on issues and processes
- Identify any recurring issues within internal workflows and recommend optimisations
- Lead the Service Desk Team ensuring tickets are resolved efficiently and professionally
- Provide training and support to the Service Desk staff, ensuring they understand internal processes, tools and escalation protocols
- Collaborate with the customer base to understand changing needs and adapt workflows
Skills / Requirements
- Ability to collaborate effectively with the customer base, stakeholders and internal teams
- Proven experience of managing workflows across multiple internal departments
- A keen focus on delivering a seamless and positive experience for the customer base and support teams
- Proactive approach to identify and resolve cross departmental issues
- Strong skills in tracking performance metrics and deriving actionable insights
Preferred experience
- Min 3 years in data entry, systems administration and Team Leader / Management
