As a Team Lead, you are the focal contact for the team. You will be responsible for the day-to-day activities, performance, customer satisfaction, line management and continual service improvement of the Service Desk Analyst’s. You will provide flexible support on a 7am - 7pm (Monday - Friday) Service Desk. Team Management Lead a team of service desk analysts, ensuring consistent performance and professional growth Lead service desk operations on a day-to-day basis Support individual personal development plans as well as identify skill gaps and bridge knowledge gaps to support development and service effectiveness Conduct regular 1:1s, team meetings and performance evaluations, fostering a culture of accountability, learning and continuous improvement Monitor and manage daily team workload and ticket queues to ensure balanced distribution and efficient resolution Manage team schedules, shift coverage, and ensure adequate staffing for business continuity Responsible for the recruitment and onboarding of new team members Maintain the onboarding and training plan for new starters and existing team Promote and demonstrate a culture of continuous improvement within the Service Desk by actively identifying opportunities of enhancement. Ensure that both internal teams within Bell and customers have a positive experience with the Service Desk every time Service Delivery Oversee end-to-end ticket lifecycle management including logging, triage, assignment, escalation, resolution, and closure Ensure service levels (SLAs) and customer satisfaction targets are met or exceeded Maintain accurate records of team activities, support issues and performance statistics Oversee all incoming service desk requests (incidents, service requests, problems) to ensure timely and accurate handling Reporting Monitor and report on key performance indicators (KPIs) Provide regular reports and dashboards to management, identifying trends, gaps and improvement areas Set team and individual performance objectives alignment with organisation and department goals Ensure outages are created correctly and any associated processes are followed such as informing the customer or making Front End Message (FEM) live on the System Conduct regular reviews of service desk activities such as quality checks to identify areas for improvement to enhance service Create and review procedures, documentation, and knowledge articles Communicate new processes and procedures to the service desk team Produce reports (both defined and ad hoc) in timeframes as required Immediately aligns with Bell Values Demonstrate professionalism and inspire confidence when working with the team and senior management, both on the phone and face to face Self-starter and problem solver – able to work independently using your own initiative but also a strong dependable team player Articulate in both verbal and written communication (to both technical and non-technical audiences), including the ability to produce clear technical documentation Professional/flexible approach to work; ensuring punctuality and diligence with the aim to provide our customers with the best possible service Willingness to learn quickly and adaptable as the situation requires Disciplined prioritisation, time management and scheduling abilities both for projects and individual tasks Strong attention to detail and accuracy Able to influence others to achieve set goals Strong emphasis on delivering an excellent customer experience, while working under pressure Have the ability to work under pressure in a fast-paced environment and ensure agreed targets are metAbility to learn new skills while following agreed operating procedures Have a logical approach to problem solving Experience • 5 years in a service desk or IT support environment, with previous experience in a leadership or supervisory role • Proficiency in service management tools (e.g, ServiceNow or other equivalent ITSM platforms) • Experience adhering and working towards agreed SLAs and KPIs • Able to demonstrate experience delivering exceptional customer service • Experience following processes with a level of experience documenting processes and operational procedures • Working knowledge and understanding of Microsoft 365 including Outlook, Teams, OneDrive and SharePoint • Basic understanding of Active Directory, password resets and account management • Foundational knowledge of Microsoft Azure, including user and group administration in Azure Active Directory (Entra ID), conditional access awareness, and familiarity with cloud-based identity and access management • Awareness of Citrix environments, including basic connectivity troubleshooting, understanding of virtual desktop/application delivery, and user session support • Awareness of network fundamentals, including connectivity, VPNs and wireless troubleshooting • General understanding of IT Infrastructure, Data, Voice (Teams), Security and Systems • Understanding of ITIL fundamentals • Ability to work on your own initiative as well as part of a wider team