Service Desk Team Lead

Coordinate the Service Desk team members in their daily duties of attending to clients. Manage the ITSM ticketing solution, including creating new automation in the system to provide faster service to staff. Oversee the evaluation, selection, and procurement of new products and services. Analyze common ticket trends and develop preventative incident methods. Investigate solutions for the root cause of recurring problems. Assist team members with career development and guidance, coaching, reviews, and other personnel management requirements. Create procedures to ensure best practice is followed in all implementations. Maintain documentation of configurations and procedures. Transfer knowledge and train the Service Desk team as required. Evaluate and assess service delivery metrics and carry out client surveys to gauge the level of service delivery in the company. Keep records of daily operations at the desk for tracking of customer needs, services rendered, and future reference. Establish a mode of operations to be followed by team members to maintain good routine and orderliness. Delegate specific Service Desk responsibilities to team members to create specialization and increase service delivery pace. Review all client complaints, rectify issues, and liaise with appropriate departments and teams to handle complex issues and provide more effective solutions. Observe Service Desk operating techniques to determine their effectiveness and implement new techniques when existing ones are ineffective.