Job Description

Company based in Bree Street, Cape Town

Industry - Telecommunications

Permanent

Please forward your updated CV to Michelle - kindo.m@abcworldwide.com

Team Lead Service Desk

The IT Service Desk Team Lead is responsible for overseeing the daily operations of the IT service desk, ensuring the efficient resolution of technical issues, and providing leadership to the service desk team. This role involves coordinating and supervising the activities of the team, collaborating with other IT teams, and maintaining a high level of customer satisfaction.

Key Responsibilities:

1. Team Leadership:

• Supervise and guide the IT service desk team members, providing mentorship, training, and performance feedback.
• Lead by example and promote a positive and collaborative team culture.
• Allocate tasks and responsibilities to team members based on their skills and expertise.
• Monitor and manage team performance metrics, ensuring targets and SLAs are met.

2. Technical Issue Management:

• Respond to escalated technical issues and provide expert guidance to resolve complex problems.
• Ensure timely and effective resolution of IT incidents and service requests.
• Coordinate with other IT teams to ensure seamless communication and problem-solving.

3. Customer Support:

• Interact with end-users, understand their technical concerns, and provide exceptional customer service.
• Handle escalated customer inquiries and complaints, ensuring a satisfactory resolution.
• Proactively identify opportunities to improve the user experience and service quality.

4. Process Improvement:

• Continuously review and enhance service desk processes, procedures, and workflows.
• Identify bottlenecks, areas for automation, and opportunities to streamline operations.
• Implement best practices to optimize incident management and request fulfilment processes.

5. Documentation and Reporting:

• Maintain accurate records of incidents, service requests, and resolutions in the ticketing system.
• Prepare regular reports on service desk performance, highlighting trends, successes, and areas for improvement.
• Analyze data to identify patterns and implement strategies to prevent recurring issues.

6. Training and Development:

• Provide ongoing training to team members, ensuring they are equipped with the necessary technical and soft skills.
• Stay updated on industry trends, emerging technologies, and IT service management best practices.

7. Vendor and Stakeholder Management:

• Collaborate with external vendors and partners to resolve issues and improve service delivery.
• Foster positive relationships with stakeholders across the organization, including department heads and management.

Qualifications and Requirements:

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
• Proven experience in a technical support or service desk role, with a track record of progressively increasing responsibilities.
• Strong leadership skills with the ability to inspire and motivate a team.
• In-depth knowledge of IT service management principles and best practices (ITIL certification is a plus).
• Excellent problem-solving and troubleshooting skills.
• Outstanding communication skills, both written and verbal.
• Proficiency in using ticketing systems preferably Service Now and ITSM tools.
• Familiarity with remote support tools and technologies.
• Ability to work well under pressure and manage multiple priorities.
• Strong customer service orientation and empathy.
• Experience with process improvement and change management initiatives.

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