Service Desk Team Lead

What will you be doing:

• Oversee the delivery of IT support services, including incident management, problem resolution, and service request fulfilment, ensuring timely and effective resolution of issues in accordance with established service level agreements (SLAs).
• Lead and motivate a team of service desk support analysts, providing guidance, coaching, and support to ensure high levels of productivity, performance, and morale.
• Foster a customer-centric culture within the team, emphasizing the importance of delivering excellent customer service and maintaining strong relationships with clients. Monitor customer feedback and satisfaction levels, taking proactive measures to address any concerns or issues.
• Identify opportunities for process improvements and optimisation within the service desk operation. Develop and implement strategies to streamline workflows, enhance efficiency, and maximise productivity.
• Develop and implement training programs and initiatives to enhance the technical skills and knowledge of team members. Provide ongoing coaching and support to facilitate professional growth and development.
• Monitor team performance and key performance indicators (KPIs), such as first call resolution rate, average response time, and customer satisfaction scores. Take corrective actions as needed to address performance gaps and ensure SLAs are met.
• Manage escalations and complex issues, providing guidance and support to team members as needed to ensure timely resolution and customer satisfaction.
• Ensure maintenance of accurate records of incidents, service requests, and resolutions in the service desk ticketing system. Generate regular reports and analytics to track performance metrics and identify trends or areas for improvement.
• Contribute actively to the on-boarding of new customers ensuring sufficient knowledge transfer is arranged for the support team.
• Line management of all team members ensuring that development plans are in place for all team members, carrying out performance evaluations, promotions, hiring and disciplinary responsibilities.

What experience will you have:

• Experience supporting O365, Exchange, Azure, Active Directory.
• Strong working knowledge of Microsoft Office 2007 / 2013 /Office 365
• Experience of working with Microsoft Windows environments including Windows 10/11 and applications.
• Prefer Azure fundamentals or Azure Administration certifications
• 2-3 years team lead or team management experience. Experience creating rotas, conducting performance reviews and creating development plans.
• Experience of working in a helpdesk/deskside environment.
• Ability to cope with pressures of peak workloads, short deadlines.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service skills.
• Ability to work collaboratively in a team environment.
• Experience representing the service desk during monthly reviews.
• ITIL-foundation certified will be advantageous.