Job Overview
We are seeking a skilled Team Lead to join our Service Desk function. As a key member of the Information Technology team, you will be responsible for leading daily operations, performance adherence, training, metric reporting, and serving as a liaison for special projects and escalations.
About the Role
* Lead a team of Level 0/1 Service Desk Associates, ensuring schedule adherence, service metrics, and individual performance are maintained.
* Analyse team performance to identify areas for coaching, improvement, and training.
* Mentor team members on career development plans, diversity and inclusion, and annual goal attainment.
* Conduct call audits and ticket reviews to maintain quality standards.
* Act as a customer liaison to resolve escalated issues.
* Participate in and lead training sessions for new hires and existing team members.
* Collaborate with other functional leads on process development and knowledge management.
* Act as escalation point for unresolved incidents and interdepartmental conflicts.
* Lead post-incident critiques to drive continuous improvement.
* Work closely with Business Technology teams to identify L1-resolvable issues and enhance support readiness.
Requirements
* Extensive experience in a Service Desk or similar support environment.
* Proven leadership, negotiation, and conflict resolution skills.
* Exceptional customer support and interpersonal skills.
* Excellent verbal and written communication; superior phone etiquette.
* Strong initiative, attention to detail, and judgment.
* Ability to multi-task and participate in flexible schedules/on-call rotations.
* Deep knowledge of enterprise hardware/software, Microsoft Office, Active Directory, JIRA, and network tools.
* Advanced troubleshooting skills and professional team collaboration.
Education and Certifications
* Degree or equivalent experience preferred.
* IT Service Management (ITSMv3) certification preferred.
* Microsoft Certified Systems Engineer (MCSE) certification is a plus.