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Service Desk Team Lead

About the Role

As a Service Desk Team Lead, you will be responsible for leading a team of service desk analysts to provide exceptional IT support to end-users. This role involves managing day-to-day operations, ensuring service level agreements (SLAs) are met, and contributing to the continuous improvement of the service desk function. The Service Desk Team Lead will also play a key role in mentoring and developing team members.

Roles and Responsibilities

  1. Team Leadership:
    • Provide leadership and direction to the service desk team, ensuring a high level of motivation and engagement.
    • Conduct regular team meetings, set performance expectations, and monitor individual and team performance.
  2. Incident Management:
    • Oversee the resolution of IT incidents within established SLAs, ensuring timely and effective support for end-users.
    • Serve as an escalation point for complex issues and provide guidance to team members in resolving technical challenges.
  3. Service Level Management:
    • Monitor and manage service desk metrics, including response times, resolution times, and customer satisfaction.
    • Collaborate with team members to identify opportunities for improvement and implement strategies to enhance service delivery.
  4. Training and Development:
    • Conduct training sessions for service desk analysts to enhance technical skills and customer service capabilities.
    • Mentor team members, providing guidance on career development and performance improvement.
  5. Quality Assurance:
    • Implement and maintain quality assurance processes to ensure consistent and high-quality support.
    • Review and assess service desk interactions, providing feedback and coaching for continuous improvement.
  6. Documentation and Knowledge Management:
    • Ensure the accuracy and completeness of knowledge base articles and documentation.
    • Encourage knowledge sharing within the team to improve overall problem-solving capabilities.
  7. Customer Communication:
    • Communicate effectively with end-users, providing updates on incident status and resolution progress.
    • Address customer concerns and feedback, working to improve overall customer satisfaction.
  8. Collaboration:
    • Collaborate with other IT teams to resolve complex issues and contribute to the overall improvement of IT services.
    • Participate in cross-functional projects aimed at enhancing IT infrastructure and support processes.

Qualifications

  • Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
  • Minimum of 8 years of relevant experience in IT support, with demonstrated leadership experience.
  • Strong technical knowledge and troubleshooting skills.
  • Excellent communication and interpersonal skills.
  • Familiarity with IT service management tools and processes.
  • ITIL v4 certification is a must.

About Eastvantage

At Eastvantage, our mission is to create meaningful jobs. Through our portfolio of premium and select clients, we provide careers that are knowledge-based, inspiring, and always with the potential for development and growth.

We are an independently-owned outsourcing company with European roots, servicing global companies that have offices in every populated continent in the world. We have been in the industry for a decade, growing from a handful to over 1,000 happy employees over the years.

We invite you to navigate our site to get to know who we are, to see what sets us apart in culture and thinking. Because of this, we carefully select who we work with, both customers and co-workers, which is why people happily stick with us for a wonderful amount of time. We hope to convince you to apply with us and be part of our success story.

Job Category: Technology
Contract Type: Full-Time
Location: BGC Taguig
Division: Technology
Assigned Recruiter: luigi

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