Help Desk Team Leader Position

This role is a leadership opportunity for an experienced IT professional to oversee the day-to-day operations of a service desk.

The successful candidate will have strong technical knowledge, excellent communication skills, and the ability to motivate and lead a team to meet service level agreements.

We are looking for someone who can inspire, motivate, and lead a team to deliver exceptional customer service and drive continuous improvement.

• Team Management:
• Lead, coach, and mentor service desk agents to ensure high performance, productivity, and morale.
• Assign tasks, monitor workload distribution, and manage scheduling to ensure adequate coverage and timely response to service requests.
• Conduct performance evaluations, provide constructive feedback, and identify opportunities for training and development.
• Set clear expectations, goals, and objectives for team members and provide ongoing support and guidance to ensure alignment with organizational objectives.

• Operations Management:
• Oversee day-to-day operations of the service desk, including incident management, service request fulfillment, and problem resolution.
• Ensure adherence to established processes, procedures, and service level agreements (SLAs) to maintain high standards of service delivery and customer satisfaction.
• Lead the resolution of incidents and problems by coordinating with technical teams, prioritizing tasks, and escalating issues as needed to ensure timely resolution and minimal impact on operations.
• Analyze incident trends, root causes, and recurring issues to identify opportunities for improvement and implement preventive measures.

• Quality Assurance:
• Implement and enforce quality assurance processes to maintain service desk standards and ensure consistent delivery of high-quality support.
• Provide feedback, coaching, and training to team members to enhance technical skills, customer service skills, and overall performance.

• Resource Management:
• Manage service desk resources effectively, including technology tools, knowledge bases, and documentation, to support efficient service delivery and troubleshooting.
• Monitor and optimize the use of service desk resources to minimize downtime, maximize productivity, and meet service level targets within budgetary constraints.

• Customer Relationship Management:
• Foster positive relationships with internal and external customers by delivering responsive, empathetic, and professional support.
• Address customer concerns, complaints, and escalations in a timely and satisfactory manner, striving to exceed expectations and build trust and loyalty.

• Continuous Improvement:
• Identify opportunities for process improvements, automation, and innovation to enhance service delivery, increase efficiency, and optimize operational performance.
• Collaborate with stakeholders to implement best practices, tools, and technologies that improve service desk operations and support organizational goals.

• Reporting and Analysis:
• Generate regular reports on service desk performance metrics, including incident volume, response times, resolution rates, and customer satisfaction scores.
• Analyze data trends, identify patterns, and recommend action plans to address issues, improve service levels, and drive continuous improvement.

• Professional Development:
• Engage in continuous learning and professional development activities to enhance teaching skills, broaden technical knowledge, and stay abreast of changes in the field.

We are looking for someone who has:

• A minimum of 2 years' experience in a supervisory or leadership capacity within a service desk or similar environment.
• Strong technical knowledge and proficiency with service desk software, ticketing systems, and ITIL understanding.
• Excellent decision-making, delegation, and communication skills (verbal and written).
• A commitment to delivering exceptional customer service and handling escalations effectively.
• Willingness to work in shifting schedules (night/weekend/holidays/24/7).
• Ability to work onsite when required.