Service Desk Team Leader Role Overview
This is a challenging opportunity to lead a team of professionals in delivering exceptional customer service within a dynamic and efficient Service Desk environment.
The successful candidate will be responsible for managing incident and service request management in line with policies, procedures, and SLAs, acting as a subject matter expert on the Service Desk's function and operation.
Key Responsibilities:
* To ensure effective delivery of operational business support activities, including human resources, occupational health, safety, and welfare.
* Provide leadership in triaging and resolving complex incidents.
* Maintain ownership of incidents until resolution and escalation when necessary, ensuring high service standards.
* Collaborate with cross-functional teams to drive process improvements and enhance customer experience.
In order to succeed in this role, you will need to possess strong problem-solving skills through investigation and research, as well as ability to document procedures for response, installation, training, and troubleshooting.
You will also require leadership skills to develop effective communication and support networks, along with ability to handle confidential information responsibly.
Strong organizational and time management skills are essential, along with the ability to work under pressure and prioritize tasks effectively.
Requirements:
* Proven ability to manage and work collaboratively within a team.
* Strong problem-solving skills through investigation and research.
* Ability to document procedures for response, installation, training, and troubleshooting.
* Leadership skills to develop effective communication and support networks.
* Ability to handle confidential information responsibly.
* Experience in training staff and providing excellent customer service.
* Extensive experience working in a technical service desk environment.
* Proficiency with various computer systems.
Benefits:
* Weekly or Monthly Pay
* No payrolling processing fees
* Upskilling opportunities and training discounts
* Employee events and gatherings
* SME meetups and information sessions
* EAP Support Program
* Dedicated Account Management team
We offer a competitive package that includes a range of benefits designed to support your professional growth and well-being.
About Us:
We are a leading organization dedicated to delivering exceptional service to our customers. Our team is passionate about making a difference and we strive to create a positive impact in everything we do.