Team Leader
Core
Lead a team of System Engineers in the Service Desk, acting as the escalation point to drive customer satisfaction and meet service level agreements.
Role type
Service Team Leader (IT Service Desk)
Builds
IT, Cloud, Voice, and Data solutions for clients
Domain
IT Services / Managed Service Provider (MSP)
Required skills
Team leadership, mentoring and coaching, incident management, workflow scheduling, KPI tracking, process improvement, stakeholder communication, time management
Preferred skills
Formal leadership training, experience in high-paced environments, efficiency driving
Technologies
Microsoft Teams, Service Desk tools
Responsibilities
Provide 1:1 mentoring and coaching to team members; Manage timesheet entry and customer requests; Oversee workflow, schedules and ticket queues; Manage prioritisation of escalated incidents; Update work instructions and document processes; Submit service desk dashboard reporting.
Seniority
Mid-level, hands-on IC with leadership responsibilities