Lead, Service Desk

Job Summary

The Service Desk Team Lead has the responsibility for leading the day-to-day operation of the service desk. This role is crucial to ensuring customer requirements are met in terms of communication, prioritization, escalations resolutions of incidents and requests.

The Service Desk Team Lead is responsible for making sure that the help desk team delivers flawless customer service in managing incident restoration, service level agreements and monitoring the duties of the service desk team members to ensure that client inquiries are promptly attended to. They will act as an SME for Mac OSX, iOS, O365, Windows 10, Active Directory, Citrix Workspace, Multifactor Authentication and provide service solutioning support when needed.

Responsibilities

• Leading the day-to-day success of the service desk.
• Ensuring knowledge articles are up to date and accurate.
• Ensuring coverage at the desk by overseeing scheduling and managing call outs.
• Ensuring Proper Response is given for Level I and Level II Service Desk Incidents and Requests where appropriate.
• Serve as the point of contact for all Customer Support communications and report to the Project Manager to ensure all concerns are addressed on time.
• Serve as the liaison between Zones The client.
• Handling management client escalations via phone, emails chat with a sense of urgency.
• Ensuring work is progressing on time and according to deadlines set by the Service Desk Manager.
• Working with the Service Desk Analysts to ensure the team is trained, up to date on technology and pursuing personal development growth.
• Identifying gaps in team policy and procedures and providing feedback on improvements.
• Serve as the Subject Matter Expert (SME) in Incident Management and Ticket Handling while driving the team to consistently achieve and exceed SLAs through proactive leadership and responsive action in a dynamic environment.
• Provide reporting and metrics for Customer Support Activities on a monthly, quarterly and annual basis (Call metrics, Response times, Application uptime, etc) to both analysts and the Service Desk Manager.
• Issue instructions, sets expectations, assigns duties to Customer Support team and monitors progress ensuring successful execution of daily deliverables.
• Contributes to documentation effort of team initiatives (Processes, Operational Docs, etc.).
• Participate in internal and external audits as necessary.
• Maintains strategic focus on building strong relationships with Client, understanding their needs, and delivering quality solutions and/or processes that support key business needs.
• Partnering with management to achieve exceed monthly, quarterly yearly team goals.
• Mentoring peers newly hired associates.

Requirements

• Minimum of a bachelor's degree (BCA, Dip.IT/CS, Eng. CS/IS).
• A minimum of 4 years experience in a similar ITSM Based service desk Leadership Role.
• Experience or certification with ITIL version 3 above.
• Working knowledge of Mac OSX and Windows 7, 10, Office 2016, Office 365 and Microsoft Active Directory.
• Working Knowledge on Multi Factor Authentication (Microsoft RSA).
• Working Knowledge on ServiceNow.
• Working Knowledge on Citrix One Auth, Citrix VDI, Citrix Any-Connect.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.