IT Service Desk Team Leader

Job Summary

The IT Service Desk Team Leader manages the team responsible for operating the first line component of the Service Desk within the IT Shared Service. Provides leadership and develop a Customer First culture within the team as they represent the main route for all users to access the IT Services.

Job Responsibilities 1

Lead and manage the IT Service Desk ensuring the Service Desk team is appropriately resourced, skilled to provide 1st and 2nd level customer support for all IT Services according to SLA's, work practices and procedure.

Provide Level 1 and Level 2 customer support for all IT Services. Coordinate with external vendors and product principles for L3 and L4 support.

Supervise daily work ticketing software (Help Desk software)

Manage all high severity incidents including post incident review of Severity 1 incidents

Run customer satisfaction surveys and review customer feedback. Take appropriate actions.

Supervise Office 365 Admin Center and active directory service for users and groups creation, deletion and suspension

Supervise technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. Walk customer through problem-solving process.

Monitor the ticketing system database and follow-up with assigned technical support staff.

Ensure IT Service Desk Dashboards are up to date and continually improved.

Analyze trends in Help Desk requests and generate statistical monthly report

Measure performance of technicians and to take preventive action so that daily amount of issues can be reduced

Ensure IT Technicians are continually trained on new systems and technologies where needed

Ensure effectiveness of response to queries either in person or over the phone.

Provide after office hours support as needed.

Job Responsibilities 2

Additional Responsibilities 3

Job Knowledge & Skills

Knowledge for advising user on appropriate action

Knowledge in identifying and escalating situations requiring urgent attention

Knowledge in providing current system information, changes and updates

Knowledge in costumer handling and building relationship.

ERP knowledge preferably SAP functional skills are a requirement to be successful in this role.

Job Experience

Minimum 8 year(s) working experience, 5 year(s) relevant working experience, 2 year (s) GCC is a plus

Competencies

CollaborationAccountabilityResilienceQualityLeadershipApplications Systems Architecture L3IT Security L3Ticket Management L3Help Desk Hardware Support L3Service Level Agreements L3Build High-Performing TeamsProvide Direction

Education

Bachelor's Degree in Information Technology