Tead lead for service desk

Roles & Responsibilities

· Oversee the delivery of IT services, ensuring they meet established SLAs

· and service quality standards.

· Handle escalations and major incidents, ensuring timely resolution and

· effective communication with stakeholders. Investigate and escalate

· lapses or complaints relating to the Service Desk Engineers.

· Leads the team to perform service recovery in the event of issues.

· Manage daily manpower resourcing by overseeing both the Service Desk

· team and a pool of buffer Service Desk engineers to cover planned

· leaves/urgent leave/ medical leave.

· Mentor, provide guidance and support to the Service Desk team.

· Lead and develop the service desk team, including hiring, training, and

· performance evaluations.

· Ensure the team knows how to use the provided ESM tool (e.g.,

· ServiceNow) effectively for ticket management and service delivery.

· Ensure the entire team is familiar with and kept up-to-date on the service

· desk processes and workflow.

· Identify and implement improvements along with updating of

· documentation for service desk processes and procedures.

· Foster a customer-centric culture within the team, emphasising excellent

· customer service.

· Attends regular meeting (weekly and monthly) with SDM and

· prepare monthly reports.

· Suggest and implement service improvement plans to enhance service

· delivery and employee satisfaction.

· Desk playbook, ensuring it is comprehensive and current.

· Stay relevant with industry trends and best practices, integrating them

· into the service delivery strategy.

· Adhere to ITIL processes and frameworks, ensuring best practices in IT

· service management.

Requirement

· Degree in Computer Science, Information Technology, or a related field.

· ITIL 4 Foundation Certification

· ITIL 4 Intermediate / Expert preferred

· Project Management Professional (PMP) or similar will be an added

· advantage.

· Strong understanding of minimally end user computing devices, M365

· applications, network, endpoint protection and Video Conferencing/ AV

· solutions will be an advantage

· Proficiency in using ESM tools such as ServiceNow.

· Prior experience in a service delivery or IT management role within a

· corporate environment.

· Strong background in managing and leading IT Service Desk operations and

· teams for at least 3 years.

· Excellent leadership, team and stakeholder management skills.

· Strong communication and interpersonal skills.

· Strategic thinking and problem-solving abilities.

· Strong time management and multitasking skills.

· High level of customer service orientation.

Tell employers what skills you have

Quality Standards
Issue Escalation
Troubleshooting
Ticketing
Outsourcing
Administrative Work
Stakeholder Engagement
Issue Resolution
Sla Management
IT Service Delivery
Technical Support