IT Service Desk Team Leader

Role Overview:

The role of the IT Service Desk Team Leader is to lead the Service Desk team ensuring a high customer satisfaction, meeting KPIs and satisfying business users’ expectations. The IT SD Team Lead will be expected to provide a well-structured, performance orientated working environment for the entire Service Desk team ensuring everyone is: motivated, customer-focused, striving for improvements and feels encouraged to take on any new challenges. The Team Leader needs to effectively manage, coach, and motivate the team acting as a role-model, identifying strengths of each team member, and providing guidance and help for further career development. Completing quarterly reviews, year end reviews and assessing staff performance will be another key area to be managed. The TL will also act as a day-to-day escalation point for their managed team. It is also expected staff successions, hiring, and identifying any opportunities to improve operations and processes will be carried out by the TL.

Responsibilities:

• Day-to-day as well as general people management.
• Proactive team performance management to ensure individual workload levels are appropriate.
• Recommending and implementing possible improvements and action plans to enhance the Service Desk’s overall perception and performance.
• Working with IT Managers globally in planning and executing service changes and improvements.
• Monitoring service quality and driving continuous improvement.
• Day-to-day management activities.
• Presentation and dissemination of data, both within the team and externally.
• Identifying potential process improvements.
• Ensuring all HR, labour law compliance and quality processes are effectively executed.
• Working with other Service Desk Team Leaders in creating staff rotas and making sure they are up to date, ensuring the smooth operation of the Service Desk.
• Timely communicating process and organizational changes to the team.
• Providing guidance in further development and identifying possible areas for trainings.
• Completing yearly, quarterly, and ad-hoc performance reviews and meetings.

Experience and Competencies:

• Fluent and clearly articulated spoken and written English
• Time and task management, attention to detail.
• Conflict management, Decision making and Judgment.
• Communicating and presenting.
• Staff acquisition, Leadership conduct.
• Managing and developing others.
• Planning, organizing, managing, and controlling.
• Requirement assessment and analytical problem solving.
• Developing competence in own area through training, development, and experience
• Prioritises and organises own work to deliver to agreed deadlines and KPIs
• Identifies problems and appreciates the issues required to resolve them
• Persuades others in straightforward situations
• Defines the need for new resources within a business context.
• Demonstrates a management style that balances business & people management objectives.
• Can delegate to others as required to achieve business goals.
• Can give feedback in a balanced manner.
• Promotes teamwork, coaches, and guides others.
• Able to organise development for others.
• Designs and implements changes to processes and methods
• Implements efficiency improvements
• Displays the ability to effectively manage small sized service improvement plans and tasks through to an agreed conclusion with the assistance of senior personnel.
• Possesses good communication & basic presentation skills
• Possess basic analytical skills to think problems/circumstances through and develop basic plans to address, with some basic analysis of the “what if” scenarios.
• Possess a basic but developing personal contacts network which is used on occasions to source information/project resources.

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