Team Lead, Service Desk

Description:

As a Service Desk Team Lead, your key area of responsibility will be to oversee and develop a global Service Desk Team to enable them to fulfill the objectives of delivering exceptional end user service and timely resolution of tickets.

How you'll make an impact:

• • Manage team task assignments, work arrangements and other department expectations
  • Assist with hiring process and new team member training as required
  • Conduct team meetings relating to communicating business priorities, employee tasks and performance expectations
  • Provide project leadership and guidance to the team as SME
  • Oversee the activities and performance of direct reports:
  • Provide direction, coaching and mentorship to the team
  • Engage in the development of the team by coaching, providing feedback, identifying areas of growth and training opportunities
  • Collaborate and support employees during the performance management process, meeting performance targets and career development planning
  • Monitor staffing levels and play a proactive role in preparing business cases if additional resources are required
  • Produce employee scorecards and management reports
  • Communicate with and form relationships with managers and workgroup leaders
  • Be aware and participate in organizational changes that might impact the Service Desk and ensure the Service Desk is aware of these changes and its effects
  • Manage the queue and technically assist analysts when ticket volumes peak or additional expertise is required
  • Monitor, moderate and create process documents and regularly audit for adherence to these processes including the maintenance of a knowledge database
  • Play a proactive role in defining targets and service levels to ensure that they meet the needs of the customer and the business

What you'll bring to this role:

• • 5+ years of experience in a global Service Desk environment
  • 1-3 years experience developing or managing teams
  • Diploma/Degree specialization in Computer Science, IT, Engineering or a related field
  • Professional certification in IT (e.g. ITIL V4, CompTIA A+, network+, MCSE) highly valued
  • Ability to effectively present information and respond to questions from management and business leaders
  • Exceptional people management and communication skills
  • Strong analytical skills with the ability to problem-solve to well-judged decisions
  • Experience developing self serve and automated services
  • Experienced in Google Workspace and GCP administration
  • Strong knowledge of and experience with ITIL. Specific experience working within Incident, Problem, Change, Service Level and Service Desk competencies
  • Strong understanding of Chrome, Linux (Ubuntu) OS and GCP fundamentals
  • Strong understanding of user access management processes
  • Must be available to work between 7:00am to 6:00pm on a rotational basis as required