Team Lead, Managed Services Client Service Desk

• Responsible for managing a team of junior service desk agents and / or administrators
• Ensures resource allocation, attendance, effective achievement of KPI's and planning activities
• Contributes to the process of managing tickets or calls logged at the service desk
• Ensures all incidents which are logged, are accurately registered and categorized
• Ensures the allocation of an appropriate ticket prioritization code upon receipt of the ticket/call and during the logging process
• Ensures ticket diagnosis is conducted to discover the full symptoms, determine what has gone wrong and how to correct it
• Be expected to take ownership and resolve or further escalate escalated incidents
• Checks incidents are fully resolved, and users and/or clients are satisfied and agree to close the related incident
• Ensures relevant actions have been logged to enable tracking
• Monitors the performance of the team and identifies any training/ coaching intervention required
• Leads the discussion of the daily huddles and ensures performance-enhancement solutions are identified and implemented
• Supports with identifying any gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement
• Supports with monitoring backlog and uses escalation channels to get the right team involved in resolving tickets in a timely manner

• Some understanding of the vast range of IT operations and company service offerings
• Displays good levels of client engagement and service orientation
• Demonstrates operational team management skills and ability to effectively manage the resources that report to them
• Good collaboration skills and ability to interact professionally
• Some understanding of project management principles
• Bachelor's degree or equivalent in information technology or related field
• ITIL v4 specialist certification and knowledge is required
• Demonstrated relevant work experience gained in call center managed services/services delivery environment within a medium to large information technology environment
• 2-3 years worked experience in as a Service Desk Team Lead role or similar
• Entry level team management/leadership experience
• Demonstrable experience leading a team of service desk agents preferably within a global technology organization

Relevant technical certifications preferred