Service Desk Team Leader
Core
Lead a high-performing ICT service desk team, overseeing daily operations, managing performance against KPIs, and driving continuous improvement to enhance service delivery and customer satisfaction.
Role type
Service Desk Team Leader (via careerplan.io/jobs/ff73995f-f056-467b-8887-49a20b09e3c5-service-desk-team-leader-at-harrison-mcmillan)
Builds
ICT support services for internal/external stakeholders
Domain
Information Technology / IT Support
Required skills
Team leadership and coaching, KPI management, stakeholder engagement, complex issue resolution, procedural development, problem-solving
Preferred skills
Experience with diverse computer systems and technologies, fostering collaborative team culture
Responsibilities
Lead, coach, and mentor Service Desk Officers; Monitor and manage team performance against service targets and KPIs; Support skills development and knowledge growth within the team; Investigate and resolve complex issues through research and stakeholder consultation; Develop and maintain procedures and documentation to improve service delivery