Service Desk Team Lead
7 months ago
**The Company**
A leading name in the managed services industry, this organisation is looking for a motivated and experienced Service Desk Team Lead to join a close knit performing team.
Working within a key account, you'll be responsible for leading the service desk engineers in all matters related to support while ensuring consistent and high quality customer service.
**The Role & Duties**
- 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 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 constantly building on our established practices.
**Skills & Experience**
- Experience leading a service desk team. 06900-0012694107
- Experience with the MS Stack, Windows, O365 & Active Directory
- ITIL certification or experience within this framework
- Experience with ticketing systems such as Service Now or similar
- Enjoy working as a team within a highly supportive environment.
***
**How to apply**
Please send your resume in **Microsoft Word** format or for further information, contact **Stanley Onacha **in our Auckland office on** 09-915-6700.**
**Job Reference No**: 06900-0012694107
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