Service Desk Lead

Responsibilities:

• Manage and provide effective guidance to a team of 15-20 Service Desk Engineers, delivering L1 IT support from head office and remotely
• Create an inspiring, motivational team environment with an open communication culture
• Monitor individual engineer performance against KPIs and agreed metrics
• Guide team members in meaningful professional development and encourage growth through mentorship and training
• Act as an escalation point and technical advisor in the diagnosis of problems, determining and implementing appropriate solutions, and guiding and/or communicating problem resolutions to customers
• Manage the knowledge base and ensure KB articles are kept relevant and up to date
• Monitor and ensure adherence to service level agreements and contractual obligations to our client(s)
• Conduct reporting to detect trends, repeat incidents and common issues; identifying and recommending ongoing service improvements
• Liaise directly with internal and external stakeholders on matters related to delivery of IT Service Desk to our client(s)

Qualifications:

• At least 2 years’ experience as a Service Desk Team Leader
• ITIL Foundations certified
• Management certifications highly regarded
• Experience with managing geographically diverse teams highly regarded