About this role
The team is seeking a Lead, Service Desk to oversee and enhance their IT service management operations. This role involves managing a team of service desk professionals, ensuring high-quality support for internal and external clients, and driving continuous improvement initiatives.
Key Responsibilities:
- Lead and mentor the service desk team to deliver exceptional customer service.
- Develop and implement service desk policies, procedures, and best practices.
- Monitor service desk performance metrics and prepare reports for management.
- Collaborate with IT teams to resolve complex technical issues and improve service delivery.
- Manage escalations and ensure timely resolution of incidents and requests.
- Conduct regular training sessions to enhance team skills and knowledge.
Required Skills & Qualifications:
- Proven experience in a service desk or IT support role, with at least 5 years in a leadership capacity.
- Strong understanding of ITIL frameworks and service management principles.
- Excellent communication and interpersonal skills.
- Proficient in using service desk software and ticketing systems.
- Ability to analyze data and make informed decisions to improve service quality.
Experience:
- 5-8 years of relevant experience in IT service management or support.
What we offer:
- Opportunity to work with a dynamic team in a fast-paced environment.
- Professional development and training opportunities.
- A collaborative culture that values innovation and excellence.
Applications are read by our talent team, usually within two working days.
If you look like a fit we will call you, and you will hear from us either way.