Descripción de la oferta
Service Desk Team lead - The role holder leads, motivates, and develops a team of Process Controllers, Service Desk Experts and Service Desk Agents to ensure delivery of Incident and Request for Service (standard Change) management to agreed levels of service.Los candidatos deben tomarse el tiempo de leer atentamente todos los elementos de este anuncio de empleo. Por favor, envíen su solicitud sin demora.Main Duties and ResponsibilitiesPeople Management: Manages, motivates, and develops a small team of service desk employees, ensuring that the service levels constantly improve and contribute to growth in new business.Customer Relations: Establishes relationships with middle to senior level customers and a range of managers across gategroup to deliver and enhance their service.Risk Management: Establishes and manages risk for the team(s) technical skill levels and adequate resources to ensure that risks are mitigated, and problems resolved, in relation to meeting service levels.Planning & Control: Resource allocation/scheduling to meet the demands of delivering a service managing changing priorities and issues. Uses strengths of team to achieve effective efficient delivery of service within SLA.Business orientation: Anticipates the impact of business issues on own operation and takes appropriate action. Is responsible for monitoring and controlling service desk activity.Service Delivery: Using strengths of team to achieve effective and efficient delivery of service. Ensure the delivery of services to meet SLAs as a minimum, always striving towards improvements, with impeccable service as the ultimate goal.Tools Mastery: Ensure adherence to agreed strategic toolset, emphasizing the need for improved deployment and usage.Qualifications and EducationAt least High school diploma or equivalentIT related studies or previous IT Desk and incident management experience.Key Performance IndicatorsCoaching and mentoring undertakenFeedback from team and managers actionedAll performance management processes followedEvidence of development planning for the teamRegular team meetings held to cascade local, business, and corporate updatesBuilds relationships with other stakeholdersRecognize where risk exists and communicate that risk to the appropriate channelsManage all resourcing issues to deliver continuously improving servicesExhibit leadership in terms of proactivity and always thinking customer firstIdentifies reasons and weaknesses in process and/or shortcomings in technical capabilityEncourages the use of best practice across the team, including documenting and sharing with othersWork ExperiencePrevious proven experience in the responsibilities describedAt least 2 years previous experience in Leading the SD TeamAwareness to ITSM tools, SD telephony service management tools – experienceManagement reporting system software tools – experienceService Desk and incident management experienceUtilizes technical skills to resolve end user incident and service request tickets for IT services and productsAbility to Support Incident resolution or workaround that can be retrieved from - Standard Operating Procedures and existing Known Errors or knowledge documentsAbility to perform multiple activities xqbhyrx at the same timeMaintain and enforce operational procedures, as well as complete all necessary documentationTechnical SkillsExcellent computer skills, Knowledge of Microsoft Office suiteExtensive knowledge of the ITIL standards & practicesKnowledge in SD Ticketing system’s (ServiceNow preferable)Project leading experience being an assetSkills in developing individuals, teams, and the businessChange Management, Network Support, Application Support experience - (preferable)Client Services ManagementCommunication and other SkillsFluency in English (B2 or higher)Team Leading skillsGood communication skills and teamwork abilityAbility to problem solve and think criticallyEnsure users have a good experience with Service DeskSuccessful management and implementation of changesSuccessful production of documentationIf you want to be part of a team that helps make travel and culinary memories, join us!#J-18808-Ljbffr
