Service Desk Team Leader

Overview

As a Team Lead, you are the focal contact for the team. You will be responsible for the day-to-day activities, performance, customer satisfaction, line management and continual service improvement of the Service Desk Analyst’s.

You will provide flexible support on a 24x7x365 Service Desk.

Responsibilities

Team Management

• Lead a team of service desk analysts, ensuring consistent performance and professional growth
• Support individual personal development plans as well as identify skill gaps and bridge knowledge gaps to support development and service effectiveness
• Conduct regular 1:1s, team meetings and performance evaluations, fostering a culture of accountability, learning and continuous improvement
• Monitor and manage daily team workload and ticket queues to ensure balanced distribution and efficient resolution
• Manage team schedules, shift coverage, and ensure adequate staffing for business continuity
• Responsible for the recruitment and onboarding of new team members
• Promote and demonstrate a culture of continuous improvement within the Service Desk by actively identifying opportunities of enhancement. Ensure that both internal teams within Bell and customers have a positive experience with the Service Desk every time

Service Delivery

• Oversee end-to-end ticket lifecycle management including logging, triage, assignment, escalation, resolution, and closure
• Ensure service levels (SLAs) and customer satisfaction targets are met or exceeded
• Maintain accurate records of team activities, support issues and performance statistics
• Oversee all incoming service desk requests (incidents, service requests, problems) to ensure timely and accurate handling

Reporting

• Monitor and report on key performance indicators (KPIs)
• Provide regular reports and dashboards to management, identifying trends, gaps and improvement areas
• Set team and individual performance objectives alignment with organisation and department goals
• Ensure outages are created correctly and any associated processes are followed such as informing the customer or making Front End Message (FEM) live on the system
• Conduct regular reviews of service desk activities such as quality checks to identify areas for improvement to enhance service
• Create and review procedures, documentation, and knowledge articles
• Communicate new processes and procedures to the service desk team
• Produce reports (both defined and ad hoc) in timeframes as required

Qualifications

• Immediately aligns with Bell Values
• Demonstrate professionalism and inspire confidence when working with the team and senior management, both on the phone and face to face
• Self-starter and problem solver – able to work independently using your own initiative but also a strong dependable team player
• Articulate in both verbal and written communication (to both technical and non-technical audiences), including the ability to produce clear technical documentation
• Professional/flexible approach to work; ensuring punctuality and diligence with the aim to provide our customers with the best possible service
• Willingness to learn quickly and adaptable as the situation requires
• Disciplined prioritisation, time management and scheduling abilities both for projects and individual tasks
• Strong attention to detail and accuracy
• Able to influence others to achieve set goals
• Strong emphasis on delivering an excellent customer experience, while working under pressure

Experience

• +5 years in a service desk or IT support environment, with previous experience in a leadership or supervisory role
• Proficiency in service management tools (e.g, ServiceNow, Jira)
• Experience adhering and working towards agreed SLAs and KPIs
• Experience following processes with a level of experience documenting processes and operational procedures
• Hands on experience with Active Directory, O365, remote desktop tools and common business applications
• Understanding of ITIL fundamentals