01Overview
Job Summary
The Team Lead, Managed Services Client Service Desk is an entry level subject matter expert, responsible for taking accountability for the operational management of a team of service desk employees (agents and / or administrators).
This role ensures client satisfaction by managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving.
Responsibilities
- Responsible for managing a team of junior service desk agents and / or administrators.
- Ensures resource allocation, attendance, effective achievement of KPIs and planning activities.
- Contributes to the process of managing tickets or calls logged at the service desk.
- Ensures all incidents which are logged, are accurately registered and categorized.
- Ensures the allocation of an appropriate ticket prioritization code upon receipt of the ticket/call and during the logging process.
- Ensures ticket diagnosis is conducted to discover the full symptoms, determine what has gone wrong and how to correct it.
- Be expected to take ownership and resolve or further escalate escalated incidents.
- Checks incidents are fully resolved, and users and/or clients are satisfied and agree to close the related incident.
- Ensures relevant actions have been logged to enable tracking.
- Monitors the performance of the team and identifies any training/ coaching intervention required.
- Leads the discussion of the daily huddles and ensures performance-enhancement solutions are identified and implemented.
- Supports with identifying any gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement.
- Supports with monitoring backlog and uses escalation channels to get the right team involved in resolving tickets in a timely manner.
Requirements
- Some understanding of the vast range of IT operations and company service offerings .
