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- Lead, motivate, and develop a team of Service Desk Analysts, fostering a culture of excellence, accountability, and customer service.
- Ensure the team is effectively resourced and schedules are optimised to meet demand.
- Conduct regular 1:1s, performance reviews, and team meetings to drive individual and team performance.
- Provide guidance, support, and escalation assistance to team members on complex issues.
- Act as a point of contact for internal stakeholders and senior IT management regarding team performance and incident escalations
- Proven experience in an IT Service Desk leadership role, preferably within a target-driven and customer-centric environment.
- Strong understanding of ITIL practices and service management principles.
- Experience managing performance against SLAs and driving team productivity.
- Excellent problem-solving abilities with the capacity to manage complex issues and escalations.
- Strong leadership and people management skills with the ability to inspire, coach, and develop a high-performing team.
- Exceptional customer service skills, with a passion for delivering a positive user experience.
- Ability to work under pressure and manage competing priorities in a fast-paced environment.
- Excellent verbal and written communication skills.
- ITIL Foundation certification or higher
- Hands-on experience using IT Service Management tools (e.g., ServiceNow, Freshservice, Zendesk).
- Technical proficiency across common IT systems and applications (e.g., Microsoft Office 365, Active Directory, Windows OS, remote desktop support).
- Experience driving Knowledge Management and self-service adoption.
