Service Desk Team Leader Job Description
Service desk team leader
provides end user IT support for the Umicore Southern China (Guangzhou, Jiangmen, etc) sites, in line with global and regional IT standards & procedures.
Service Desk Team Leader Duties & Responsibilities
To write an effective service desk team leader job description, begin by listing detailed duties, responsibilities and expectations. We have included service desk team leader job description templates that you can modify and use.
Sample responsibilities for this position include:
Assist the SDM with any other duties and IT Projects
To ensure delivery within primary area of Request Fulfilment / Incident resolution within contractual SLAs
Management of the Service Desk Team including ensuring resource allocation, attendance, effective achievement of KPI’s and planning activities
Act as a point of hierarchical escalation
Coordinate the activities of the assigned resources, ensuring the availability of resource (rota) and capability (performance management / training & coaching) to meet KPIs and adherence to SLAs
Develop and implement on-going Service Improvement measures
Coordinate technical and hierarchical escalation to other technical teams / 3rd parties / management
Update Senior Service Desk Team Leader regarding any issues of operational significance
Assist with the development of new processes and enhancement of existing ones
Identify training requirements and deliver training as required
Service Desk Team Leader Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Service Desk Team Leader
List any licenses or certifications required by the position: ITIL, HDI, V3, SDI, ISO27001, ISO9001, CCNA
Education for Service Desk Team Leader
Typically a job would require a certain level of education.
Employers hiring for the service desk team leader job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Computer Science, Technical, Information Technology, Engineering, Computer, Business, English, Management, Business/Administration, Education
Skills for Service Desk Team Leader
Desired skills for service desk team leader include:
Practices
Procedures for end user technical support
Active Directory
Agent adherence and performance management
Appropriate information systems
Arrangement
Changes and events is shared with the Global Service Centre as
Commonly-used concepts
Give support for a range of procedures
IT infrastructure environment
Desired experience for service desk team leader includes:
Encourage and implement staff development
Analyse statistics, provide recommendations for improvement
Work closely with Service Transition, ensuring that the Service Desk is represented and understand the involvement and impact to the Service Desk after go live
Day to day management of the help desk and a small team
Manage all aspects of team resource in line with company policies (recruitment, training, monitoring, appraisals, setting targets ), dealing with issues in a professional and positive manner
Answer all first level HR system queries
Service Desk Team Leader Examples
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Service Desk Team Leader Job Description
Job Description Example
Our company is growing rapidly and is looking to fill the role of service desk team leader. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for service desk team leader
- Keeping the condition of technical rooms and their equipment on site in expected standard
- Preparation of IT equipment for users, including PCs, mobiles, printers and tablets
- Coordination of IT governance, revision and creation of IT policies, planning and performing of control checks
- Maintenance of IT administration, such as hardware records, software records and their interfaces (CMDB)
- Creating and distribution of simple reports of IT team KPIs
- Creation of user manuals and operational IT documentation
- You will supervise and mentor team member s 50% of the time and also be an active Service Desk Analyst
- Act as a first point of contact for all IT helpdesk activities
- Ensure all incidents are logged accurately
- Acting as a resource for customers to turn to when they are unsure where to direct a question or concern, finding a solution or locating the correct person/ department to assist them
Qualifications for service desk team leader
- Knowledge of server operation systems such as MS Windows Server and MS SQL Server, LAN & WAN technologies
- Experience as leader of a small team or Help Desk experience is advantage
- Understanding of hardware, ability to autonomously diagnose and solve common issues with PCs
- Willingness to travel occasionally (driving license)
- Fluently in Czech (or Slovak) and English
- Standard Office Applications (MSOffice up to 2010) especially MS Excel
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Service Desk Team Leader Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of service desk team leader. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for service desk team leader
- Developing strong relationships within the delivery teams and within the account to ensure incidents are delivered to agreed timescales
- Have a full understanding of contractual requirements, to ensure that incidents are processed in line with these commitments
- Mentor new and junior members of the team
- Assist service desk team leader and step in when they are not there
- All Planned Preventative Maintenance planners to be accurately maintained and all planned maintenance activities to be appropriately organised with clients and service providers
- Working with the Regional Managers, develop and maintain a detailed contract and building asset database
- Drive the team’s Continual Service Improvement objectives
- Tracking resolution of all open Service Desk incidents and service requests to ensure that Service Level Agreement targets are achieved and whenever possible exceeded
- Escalation of priority incidents as part of the incident management process
- Participate in the on call rota for out of hours support
Qualifications for service desk team leader
- Excellent communication skills both written and oral – can deal with users and team members with varying skillsets and knowledge
- Highly organised and able to coordinate a team
- Experience of managing remote/dispersed team of technical engineers
- Experience within a 1st, 2nd senior technical role
- A strong numerical background is essential
- Be fully aware of own responsibilities and be capable of making decisions related to the process they are working on
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Service Desk Team Leader Job Description
Job Description Example
Our growing company is looking to fill the role of service desk team leader. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for service desk team leader
- Provide leadership for the daily operations of the service desk and assigned team’s performance including schedule adherence, operational metrics, and individual performance metrics
- Analyze team’s performance to identify problem areas, non-compliance to team guidelines, and training opportunities on an individual basis including regular coaching, one-on-one training, and performance improvement plans
- Regularly review team’s ticket and call quality audits to ensure standards of quality are met routinely
- Act a liaison with customers to enhance their satisfaction by providing guidance, assistance and follow-up to customer inquiries unresolved by Associates
- Actively participate in team training sessions for new hires, refresher training, and new technology deployments
- Collaborate with functional leads in the development and maintenance of department processes, knowledge management, and quality assurance to deliver solutions aimed at continuous improvement
- Point of contact for escalations as needed for unresolved incidents or irate callers
- Lead post-critiques of incident and requests to look for ways to improve customer satisfaction
- Work closely with the aligned Business Technology teams to ensure continued improvements and knowledge growth including new technology rollouts, identification of new L1 resolvable issues, and improvements the overall incident process
- Grow general knowledge of IT and business systems , training junior analysts in order to increase the ability to resolve issues on first contact
Qualifications for service desk team leader
- Customer centricity and experience would be a plus
- Demonstrate accounting knowledge and understanding
- Another foreign language known at Intermediate level would be a plus
- Good analytical skills and an ability to define the precise nature of customer requirements, this will include meetings with various levels of management seniority
- General knowledge of Third party support agreement(s)
- Full understanding of the business both DSC UK and DSC PL
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Service Desk Team Leader Job Description
Job Description Example
Our company is looking for a service desk team leader. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for service desk team leader
- Provide input to Manager on performance appraisals for all analysts
- Ensure incident response times are met measured to drive down incident levels
- Ensure incidents are categorised, updated and assigned correctly
- Balance workload across the Service Desk team
- Measure and meet the Service Desk team key performance indicators
- Measure and improve first line fix rate
- Day to day management of a proactive, skilled Service Desk function
- Supervise the Service Desk Team and instil a quality customer service culture
- Act as an escalation point for the Service Desk Team
- Provide statistics and reports relating to the Service Desk
Qualifications for service desk team leader
- Previous experience in leading a team delivering IT support and services
- Polish language is not requirement but is see as beneficial to have the daily operation/escalations with the Polish ISM team
- Process knowledge for both DSC UK and DSC PL is a must
- Entity specific business needs/systems/environment
- Extensive knowledge of DHL operating environment & infrastructure and Incident/Change/Problem process
- Information retrieval tools (ServiceNow, Impromptu Reports)
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Service Desk Team Leader Job Description
Job Description Example
Our company is looking to fill the role of service desk team leader. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for service desk team leader
- Maintain individual Personal Development Plans for each member of the Service Desk Team
- Ensure there is current and reliable documentation to support incident resolution and service and change requests
- Define and maintain a set of key performance indicators to demonstrate adherence to agreed performance targets for the Service Desk
- Manage the Service desk queue
- Oversee the prompt completion of cases that have breached SLA
- Answer Service Desk calls as required in support activities
- Provide Incident management support
- Communicate to the business any system down notifications
- Creation and maintain Service Desk documentation
- Ensuring transition of project work to live is handed efficiently and effectively including desk training, local work instructions and process documentation
Qualifications for service desk team leader
- Microsoft Certified Systems Engineer (MSCE) Certification is a plus
- Proven leadership, negotiating and conflict resolution skills
- Excellent Written and Verbal Communication (with a focus on listening)
- Bilingual – English and French or Spanish a plus
- Requires strong interpersonal skills including initiative, problem analysis, attention to detail and sound judgment when making decisions
- Ability to multi-task and open to assigned flexible hours and on-call rotation