T00163 Service Desk Team Leader
To ensure the Service Desk Agents and Service Desk Consultants are managed effectively and provide a high standard of service to our customers by managing the team’s workload performance and development.
This job description is not fully comprehensive of all duties and responsibilities, therefore, there may be an expectation from the business for an employee to perform additional duties or responsibilities not listed in the job description. This also may mean the business can amend the job description from time to time.
Duties and Responsibilities
Manage the Service desk Agent and Service Desk Consultant team, ensure Incidents and requests are handled efficiently, liaise with Service Desk Manager on complaints and escalations as required.
Duties include: -
To ensure the smooth running of the teams.
To monitor ticket volumes and response times to ensure that Service Level Agreements are being met. If there is a shortfall, to look at how this can be solved.
To provide an escalation point for problematic support issues, and to manage the solution to its conclusion.
To monitor and address recurring customer support issues/problem areas.
To ensure that the support function operates within standard TSG systems and that TSG operating procedures are adhered to.
To assist the Service Desk Manager with customer complaints; investigation, discussion and/or customer visits.
To support the Problem Management process as required..
Support process improvements across the Service Desk utilising CSI methodology
To ensure that support work carried out outside of contractual obligations is captured and appropriately charged.
To facilitate the internal change process.
To ensure the consistent use of the TSG internal systems e.g. AEM and Autotask.
Coach, mentor and develop the teams.
Focus on the quality and consistency of the service provided across the team.
Collaboration and Relationships:
With other Service Desk Team Leaders – assist in the day to day running of the Service Desk and work as a team to deliver exceptional service and build a team ethic throughout the whole team.
With Service Desk 3rd Line Team Leader to escalate Incidents as appropriate
With Service Desk Manager – assist in customer complaint resolution and resource/workload issues.
With sales – assist with customer queries and complaints and act as a point of escalation.
Encourage regular communication between your team and your peers and build a culture of teamwork over individuality.
Knowledge, Skills and Experience
Degree or similar is desirable
Microsoft Technical qualifications are desirable
Your skills & knowledge
Excellent organisational skills
Robust people management and influencing skills
Ability to work under pressure to tight timescales
Excellent telephone manner
Excellent communication skills
Good logical/troubleshooting skills
Excellent customer facing skills
Influencing skills, effective at all levels
Excellent attention to detail
Experience in complaint resolution
Experience in customer services environment with a good appreciation of the customer and service/support interface
Previous management experience an advantage
Minimum 3 years in a helpdesk environment an advantage
Minimum 3 years Microsoft server/desktop experience desirable
Managing teams including conducting appraisals, disciplinary meetings, team communications/meeting and recruitment activities
Demonstrate a positive attitude daily with your team
Demonstrate a willingness to help your colleagues and customers
Demonstrate high levels of professionalism
Demonstrate a willingness to learn new technologies as they emerge