Service Desk Lead - 6 Month FTC

As a Service Desk Lead your responsibilities include:

• Team Management:
• Lead and manage a team of service desk engineers currently working onsite across two countries and remotely.
• Conduct regular one-on-one meetings, performance reviews, and provide guidance to team members.
• Ensure effective communication, collaboration, and a positive team culture.


• Process Optimisation:
• Identify inefficiencies and friction in existing processes.
• Propose practical improvements and solutions to streamline operations.
• Foster a culture of continuous improvement within the team.


• Exceptional User Experience:
• Demonstrate meticulous attention to detail and commitment to providing an outstanding user experience.
• Monitor and evaluate user feedback to identify areas for enhancement.
• Implement strategies to consistently exceed user expectations.


• Ticket Management:
• Triage, prioritise, and assign tickets to team members based on urgency and complexity.
• Monitor ticket status, track progress, and ensure timely resolution.
• Manage escalations effectively and communicate updates to stakeholders.


• Performance Monitoring:
• Collect and analyse data to track team and agent performance.
• Identify areas for improvement and develop strategies to enhance team performance.
• Utilise key metrics to measure success and make informed decisions.


• Training and Development:
• Mentor and train team members to develop their skills and capabilities.
• Provide ongoing support and guidance to help team members grow professionally.
• Identify and implement training programs to enhance team knowledge and expertise.


• Quality Assurance:
• Conduct regular quality reviews of tickets to ensure they meet the highest standards of service.
• Provide feedback to team members and identify opportunities for improvement.
• Implement best practices and methodologies to maintain a consistent level of service quality.

What we’re looking for:

• Line management experience with a proven track record of leading and motivating teams.
• Solid experience working on an IT service desk at various levels.
• Professional experience in mentoring and developing others.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Proficiency in IT service management tools and methodologies.