Service Desk Team Lead
Service Desk Team Lead
Posted on :
10-07-2025
Employer Active
1 Vacancy
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Job Description
Description
Qualifications
Daily Activities:
- Oversee daily Service Desk team support activities
- Daily delivery of effective Phone call management FCR customer satisfaction survey SLAs etc.
- Responsible for ensuring the team metrics are met or exceeded.
- Act as logistical organizer of staff to respond to a variety of inbound support requests
- Ensure all tickets are maintained in appropriate work queue and completed based on established SLAs.
- Manage employee schedule requests and admin task assigned for Team Leader
- Enforce Attendance policy such as utilizing attendance tracker
- Monitor agent activity to promote productivity and utilization
- Provide feedback to account teams and operations management on status of account activities
- Effectively respond to end-user requests to speak to a supervisor
- Provide agent coaching and feedback to drive quality improvements
Business Value:
- Service Readiness: Trainer contributes to Service Desk preparedness by improving the analyst client and technical knowledge and skill set to effectively perform their expected role.
- Quality Improvement: Trainer helps enhance Service Desk performance boost employee productivity reduce company turnover and improve company culture.
The Role
Please enter the responsibilities of the role
- Oversee day-to-day operation and motivate team members
- Set clear team goals delegate tasks and set deadlines
- Monitor team performance and report on metrics (phone chat self-service etc.)
- Effectively drive team toward monthly SLA & KPI attainment
- Evaluate scope of additional services/volume and determine impact to team adjusting where necessary
- Develop team strengths and improve weaknesses
- Discover training needs and provide coaching
- Identify team goals and evaluate team progress
- Create an inspiring team environment with an open communication culture
- Listen to team members feedback and resolve any issues or conflicts
- Provide objective semi-annual evaluation of employees
- Recognize high performance and reward accomplishments
- Encourage creativity and risk-taking
- Suggest and organize team building activities
- Support leadership initiatives to improve and enhance service support
- Vision to identify developing talent and mentor into management candidates
- Onboard or terminate agents in related WTW systems
The Requirements
Please enter the minimum criteria skills education licenses etc. required to do this job
- 2 year or 4-year degree in related discipline or equivalent combination of education and experience.
- Proven work experience as a team leader or supervisor
- In-depth knowledge of Service Desk performance metrics or ticketing tool
- ServiceNow ticketing tool experience and Genesys System knowledge sis
- Good PC skills especially MS Office 365 (Excel Word PowerPoint)
- Degree in Management Training or Certification in team leading is a plus
- ITIL Foundation Certification is preferred.
- Knowledge of Six Sigma or any quality control methodologies
- Excellent communication leadership and presentation skills
- Proven technical trouble shooting and diagnostic skills.
- Ability to quickly react to dynamic service delivery requirements
- Ability to influence network and collaborate with IT teams.
- Ability to perform repetitive tasks and work with limited supervision
- Decision-making Organizational and time-management skills
Qualifications
to be accomplished by recruiter
Employment Type
Full-Time
Key Skills
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