Service Desk Team Lead
3 days ago
**Introduction**:
We need an exceptional Rockstar Strong people leadership, a motivator, and a coach.
- Lead a high performing team of Service Desk Engineers
- Remote first workplace
- Great Company culture
About DDS IT
Our culture starts and ends with our people.
We are a successful IT Services business with an eye on the future, having grown to 100+ staff across Auckland, Wellington, Hamilton and Christchurch. Our culture starts and ends with our people. We are a growing people-centric team who work with Passion, Energy and Heart to deliver incredible customer experiences. We operate with flexibility and have created a friendly, caring and family feel workplace. You bring your best self to work to fulfil your potential and enable our Vision of connecting people and technology to improve the everyday life of New Zealanders.
At DDS IT we are big enough to partner with some of New Zealand’s leading Enterprise companies. But we’re small enough that any one of our clients can pick up the phone and talk to any one of our leadership team. Our size allows easy access to key stakeholders and resources helping remove barriers to create a collaborative environment for share valuable knowledge.
We're growing and truly walk the talk of our values aiming to positively impact individuals both professionally and personally. Our drive for excellence and willingness to go to the ends of the earth for clients has created rapid growth and a loyal customer base.
Our Mission is to become our customers trusted service provider. We believe we will achieve this through increasing the productivity of organisations, through the intelligent use of our products, services, and insights day in and day out.
**Description**:
A bit about your role
Working for the Managed Services team, you’ll enable the success and quality of the delivery of technical service desk support across DDS IT to its enterprise customers and partners. You will be key in creating long standing positive partnerships with key stakeholders, effectively building rapport, and influencing the customer experience.
You will thrive in successfully leading a technical service desk support team while you develop, implement, lead, and continuously improve these. In addition, you will own the QA process by monitoring and reviewing the quality of the output from DDS IT support teams, training staff members, and conducting periodic assessments of skills and knowledge, all within the context of quality.
**Some of your key accountabilities will include**:
Management of the Service Desk Engineers responsible for the resolution or escalation of customer service requests while maintaining established external Service Level Agreements and internal Service Level Objectives.
Helping to establish and maintain an appropriately resourced support team in a flexible working environment.
Track performance and recommend process improvements
Ensure Incident and Service Request documentation and client interactions are evaluated consistently.
Working together with the other DDS IT managers to continue building the quality, processes, and management practices and engaging in best-practice quality and management techniques such regular one-on-ones, performance reviews, regular coaching/mentoring, and ongoing quality assurance training across support teams and relevant stakeholders.
Creating and maintaining KPI metrics for the team and providing regular feedback where required.
Support Service Experience Manager to ensure all systems and processes are fit-for-purpose and continuously evaluated and improved
Support automation of portal with Platform Services team
Support business solutions projects in collaboration with the Service Experience Manager
Maintain a high level of communication within the Managed Services and Professional Service teams.
Encourage a culture of automation and continuous improvement to ensure we’re constantly building on our established practices.
**Skills and Experiences**:
What we are looking for
You are an experienced Service Desk Team Leader where you have spent over 3 years leading a Service desk Team. You understand the operations and is great at communicating with IT professionals. Having demonstrated experience in in Quality Assurance monitoring, analysis, and reporting as well as some experience in Service Delivery, would be strong advantage.
You lead with a sound understanding of customer service delivery in an IT environment and service management methodologies (such as ITIL). You know how to provide exceptional customer service and it is important that to you role model and encourage this ethic in the team.
Ideally, you are flexible, adaptable, and composed. Building relationships comes in naturally for you whether as a team leader or providing service delivery.
You enjoy working both independently and collaboratively, enabling a high performing team through sharing information.
Your organization and time management are impressive; you’
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