Service Desk Team Lead
A Service Desk Team Lead manage a team of service desk consultants to ensure optimal and exceptional delivery and control with the objective of achieving or exceeding customer service level agreements (SLA’s) in the most cost-effective manner.
Manages customer satisfaction and retention of clients by improving customer service of team.
Manages the team’s achievement of customer SLA’s.
Provides customers with expert advice/input.
Effectively manages compliments and complaints.
Communicates operational issues and relevant business information to team.
Participates on interviews and makes appointment recommendations and facilitates vesting of new employees.
Performance management – contracts performance expectations with team members and conducts regular performance review discussions.
Facilitates personal development of team members: Determines baseline performance and identify development gaps; coaches technical skills of subordinates; facilitates development and implementation of Development Packs; Identifies teams’ development priorities / training needs & solutions.
Motivation. Ensure staff well-being; facilitates effective teamwork and conflict handling.
Facilitates implementation of change through support and implementation of change initiatives.
Capacity management: Day to day service desk people capacity planning, scheduling, coordinating of activities & resourcing (incl. leave planning and training of the appropriate skills to enable delivery).
Objective setting for team: Facilitates clear understanding of individual responsibilities; assigns work to individuals and sets priorities (day to day); sets deadlines and standards for performance.
Operational performance monitoring: monitors team’s productivity and operational performance and takes rectifying action if required (focus on analyze trends and issues and to develop solutions).
Process improvement: Improves the efficiency of processes and procedures within the framework of the generic process.
Compliance management: Implements and executes the governance framework; ensures effective use of integrated corporate tools; and manages compliance to processes, procedures and standards.
Team risk management: Identifies challenges and risks (people and business).
Liaises with stakeholders/ ole players outside own team in order to ensure alignment and to address and improve escalated operational issues.
External: Liaises with customers to address operational issues.
Internal: Ensures service line engagement and integration.
Implements a governance framework internally and externally.
Acts as a project resource for changes in the services supported.
In absence of SD Operations Manager overtakes all duties if required.
Bachelor's degree preferred.
ITSM foundation training required.
1.5 years experience at Service Desk environment.
- Experience as a Back up Team Leader is an advantage.
Desktop support environment Proven track record, knowledge and experience of a service desk / desktop environment.
Fluent English language skills required: verbal and written communication.
Self-motivated and disciplined.
Strong stakeholder relationship management skills.
Strong investigative and analysis skills.
Strong technical and process design and implementation skills.
Strong communication and presentation skills along with the ability to work in a highly collaborative environment.
Ability to work creatively and analytically in a problem-solving environment.
Manages multiple priorities in a high-pressure environment.
Have strong inter-personal and communication skills: capable of training users in complex topics and making presentations to internal groups.
Able to write intricate system and user documentation. Capable of writing and explaining purchase justifications.
Proven experience working within incident, problem and change management programs and developing maintenance plans related to Storage environments is preferred.
Healthcare, dental, life insurance, savings fund, Christmas bonus, grocery bonus, annual bonus
Vacation, Sick, Holiday, and paid leaves
Save on commute
Paid office parking
Medical related discounts
In the heart of Puebla, with views of Popocatepetl volcano, restaurants and amenities close by
Team social events, Holiday dinner
Join your colleagues in various sport activities in the area
Eat & Drink
Enjoy a kitchen stocked with drinks, coffee, and snacks free of charge