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Job Description
Job Description - Service Desk Team Lead
We are seeking a highly organized and client-focused Service Desk Team Lead to serve as the primary liaison between our service technicians and clients. As the Service Desk Lead Manager, you will play a crucial role in ensuring effective communication and exceptional service delivery. We are looking for an energetic, outgoing, and patient candidate who demonstrates strong organizational skills.
Responsibilities:
- Serve as the client advocate, maintaining regular communication with clients to keep them informed about incident progress and notify them of any impending changes or agreed outages.
- Act as the single point of contact for all types of service requests, promptly addressing client inquiries and concerns.
- Collect necessary information from clients and accurately create and update service tickets in our ticketing system.
- Prioritize service incidents and dispatch tickets to engineers following established procedures.
- Including assign service tickets to the appropriate IT technicians or teams based on their expertise, workload, and location.
- Manage engineer schedules to ensure efficient service delivery and maximize the utilization of billable resources.
- Monitor resource schedules to ensure prompt time entry for service requests.
- Collaborate with peers and other business units to resolve service issues in a timely fashion.
- Effectively manage multiple service ticket boards.
- Communicate technical resolutions clearly, concisely, and precisely, both verbally and in writing.
- Ensure customer satisfaction through continuous status updates and information sharing.
- Input problem descriptions and resolutions into our standardized company support centre application.
- Improve client service, perception, and satisfaction by developing and managing internal and external support documentation.
- Demonstrate the ability to work collaboratively in a team and communicate effectively.
- Continuously review and improve dispatching processes and workflows to enhance efficiency and customer satisfaction.
- Update and maintain accurate records of service requests, resolutions, and client interactions in the ticketing system or other designated toolsets.
- Escalate high-priority or complex incidents to senior IT staff or management, as necessary.
- Monitor the progress of service tickets, ensuring that all incidents are being addressed within the agreed-upon service level agreements (SLAs).
- Coordinate and schedule on-site visits or remote support sessions for IT technicians as required.
- Prioritise and categorise service tickets based on urgency, impact, and available resources.
Knowledge, Skills, Abilities, Qualifications:
- Strong work ethic with a keen attention to detail.
- Must possess strong interpersonal skills, including telephony skills, communication skills, active listening, and client care.
- Provides exceptional customer service by actively listening, showing empathy, and paying attention to detail. Proactively follows up on problems and anticipates customer concerns.
- Ability to match technical resources with specific technical issues.
- Demonstrates adaptability to quickly respond to a changing work environment.
- Self-motivated and able to perform effectively in a fast-paced, high-volume environment.
- Relevant work experience in a Help Desk/Service role is highly desirable and will be given extra consideration.
- Familiarity with the following IT systems is a plus: ConnectWise, BrightGauge, IT Glue.
- Knowledge of IT infrastructure and equipment preferred, including PCs, servers, switches, routers, etc.