Service Desk Team Lead
Core
Lead and support a team of Service Desk Officers in a technical ICT environment, focusing on team performance, capability development, and continuous improvement of service processes.
Role type
Senior IC ICT Service Desk Team Lead
Builds
High-quality customer service delivery and optimized service desk processes
Domain
ICT / Technical Services
Required skills
Team leadership, Performance management, Process improvement, Troubleshooting, Documentation, Stakeholder collaboration
Preferred skills
Healthcare domain experience, Coaching and mentoring
Technologies
Computer systems, Technology platforms
Responsibilities
Manage Service Desk Officer performance against KPIs, Provide leadership and guidance to the team, Identify and support skills development opportunities, Monitor service delivery and identify improvement opportunities, Support the development and implementation of Service Desk procedures, Investigate and resolve service issues through research and analysis
Seniority
Senior, hands-on IC