IT Service Desk Team Leader

Job Description

Job purpose: Responsible for managing a team of Support Officers, for overseeing the day-to-day effectiveness of service provision and for ensuring that targets are met.They are expected to work effectively within a large team, working most closely with Service Managers and Senior Service Desk Analysts, in order to drive service improvements. They will offer specialist advice and support on IT-related issues, ensuring the effective management of all incidents and service requests through a telephone, email, and appointment-based service. They will develop effective working relationships with colleagues within and beyond IT Services, in order to ensure that a consistent, high-quality service is delivered by the Service Desk.Main tasks and responsibilities:

• Provides the necessary leadership, management and accountability for the Service Desk and supports staff as needed.
• Supports escalations and allocates technical resources as needed.
• Acts as customer champions, offering specialist advice and support on IT-related issues while providing customers with the best possible service and conveying a sincere willingness to help.
• Responsible for Service Desk board/queue maintenance and aging ticket management.
• Responsible for ITIL-based Service request and Incident management quality management and for ITIL-based Configuration and Knowledge management.
• Responsible for Service Desk communication and integration support with Service Delivery management team.
• Provides input into the preparation and consolidation of the department?s budget, monitors financial performance during the year, identifies areas of unsatisfactory performance (if any), and recommends mitigating actions.
• Services, troubleshoots, and maintains system Hardware.
• Installs, configures, and upgrades operating systems and software, using standard business and administrative packages, and may modify specific applications for use in operational departments.
• Installs, assembles, and configures computers, monitors, network infrastructure and peripherals such as printers, scanners, and related hardware.
• Provides input into the development and implementation of the department?s policies, systems, processes, and procedures, identifying potential areas of improvement, to support an efficient and effective operation.
• Contributes to the development and execution of the department?s short to mid-term plans to ensure alignment with the division?s strategic priorities and contribute to the development of annual business plans for the assigned areas of responsibility to support the achievement of financial objectives.
• Monitors, controls, and reports key performance indicators related to the department, to track performance and recommend corrective actions.
• Manages the performance management, career progression and activities of direct reports by setting annual objectives, identifying training opportunities, mentoring, coaching, and providing constructive feedback to improve their performance.
• Contributes with ideas that support an efficient and effective structure and resource allocation for the department, to ensure smooth workflow of operational processes and optimal utilization of resources.
• Ensures compliance with all relevant HSE&E and QM policies, procedures, and controls across the department to guarantee employee safety, legislative compliance, delivery of high-quality service standards and a responsible environmental attitude.

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