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Service Desk Team Lead
2 weeks ago
Wellington Central- Helpdesk & Support- NZD $90 to $110 p.h.- Full Time- Contracting- 19 Jan 2023- Opportunity to work for a public sector organisation.
- Chance to lead the support team through a key transitional period.
- A varied and interesting job no two days are the same.
About the company
Our client is an organisation that provides Parliament and New Zealanders an independent view about public sector performance and accountability.
About the role
You will be responsible for ensuring the effective and efficient delivery of Service Desk services for the office and the continual service improvement of the service desk function and its operation.
To be successful in this role you must be a highly collaborative team leader who assists and supports team members whilst building strong working relationships across the business.
Duties and Responsibilities
- Managing the queue for Service Desk staff, ensuring incidents and service requests are correctly triaged and service targets are met.
- Providing oversight of the queues to ensure the correct priority is set and assisting with escalations where required.
- Working with service owners to keep the service catalogue and service level agreements up to date.
- Taking feedback and insights gained from customers and call queues to identify and implement areas of improvement.
- Ensuring staff are rostered appropriately and are prepared for upcoming work.
- Monitoring staff performance and providing development plans in accordance with policies and time frames
- Coordinate staff trainings, conducting weekly 1:1 with team members, weekly team meetings and providing advice, direction, and feedback to staff.
Skills & Experience needed.
- Staff management and performance experience
- Relevant experience in a service support environment and Service Desk management
- ITIL foundation qualification, preferably practitioner level
- Familiarity with IT and business change management
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