Company: InterfaceCo. Ltd
Department: ICT / ICT Infrastructure
Job Title: Service Desk Team Leader
Reporting to: ICT Manager
E-mail: career@interface-ict.com
Job Summery :
Service Desk Team Leader role is responsible for managing the operation of the Service Desk. This role is crucial to ensuring customer requirements are met in terms of communication, prioritising, escalating and resolving incidents and requests.
The Service Desk Team leader provides leadership and mentoring to the Service Desk Team and will drive a culture of continual process improvement within the Service Desk team and the wider IT Team.
Job Technical Requirements:
- Leading incidents and requests to resolution
- Developing Service Desk process and workflows
- Providing and developing communication plans to customers
- Manage and co-ordinate the processing of incoming calls / tickets to ensure courteous, timely and effective resolution of incidents and requests
- Develop and implement ticket handling and escalation policies and procedures
- Develop and implement team and inter-team workflow processes
- Service desk team performance appraisal.
Job Minimum Requirements:
Education | Bachelor’s degree in computer science or other engineering discipline is required. |
Experience | 3-5 years of progressive experience in leading a Service Desk Team. |
Languages | English : Professional |
Other Requirements: |
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