Service Desk Team Leader
Core
Lead and support a high-performing ICT Service Desk team, ensuring high-quality customer service and effective delivery of ICT support services.
Role type
Service Desk Team Leader
Builds
ICT support services
Domain
IT Services / Managed Services
Deliverable
client delivery
Required skills
Team leadership, performance management, coaching, stakeholder engagement, problem-solving, process improvement, documentation
Preferred skills
Customer service, analytical capabilities, prioritization
Technologies
ICT support tools
Responsibilities
Lead and manage Service Desk Officer performance against KPIs; Support the development and ongoing coaching of Service Desk staff; Contribute to service quality improvement initiatives; Promote a collaborative, customer-focused team culture; Assist with process improvement and documentation.
Seniority
Senior, hands-on IC