As Service Desk Coordinator / Team Leader you will be responsible for creating and delivering a ‘best in class’ Service Desk function for OryxAlign clients and internal stakeholders.
Leading from the front, ensuring tickets are managed, escalated or resolved in line with SLA criteria. This is established role, reporting into the Service Operations Manager and working across all functions within the Business.
The Service Desk Coordinator / Team leader will use previous experience and expertise to evolve and improve the functional flow and toolset which underpin the Service Desk function. You will be expected to continuously look for ways improve, standardise and enhance the customer support experience.
Key responsibilities
Effective management of all tickets through the lifecycle (cradle to grave)
Leading the service desk and sharing experience across the team
Coordinating the Service Desk function to deliver high class service
Ensuring resources are utilized to meet the demands of the service
Plan workloads and deploy engineers ensuring maximum efficiencies are maintained
Point of Escalation
Production of post incident management reports for both internal and external audiences
Develop and maintain management information reporting as necessary
Proactively ensuring KPIs/SLAs are achieved or exceeded and taking corrective action accordingly
Attention to detail with high standards of accuracy and review
Develop effective working relationships in order to ensure a consistent, high quality service is delivered
Delivering a high level of customer service
Monitor queues to ensure tickets are assigned to appropriate resources
Develop Service Desk procedures as required and identify, qualify and drive Service Desk continuous improvement initiatives
Coaching and mentoring 1st/2nd line team – technical resolution, processes, customer service skills, career development
Ensuring knowledge management is maintained and documentation is current
Skills and Knowledge required
We are an established MSP, this role will require broad understand of different technologies while being passionate about delivering exceptional service.
Skills and experience required:
Proven track record of Incident and SR Management within a MSP or large internal IT department
Ability to demonstrate how to lead within 1st / 2nd Line Service Desk technical environment
Delivery of exceptional client experience and customer service
Excellent communication, interpersonal and influencing skills
Experience of creating and producing management information and reports for different audiences
Extensive experience of managing and maintaining SLA’s and KPI’s
Experience of working with ConnectWise and Bright Gauge toolsets
Proven ability to develop and mentor team members
Exceptional communication skills
Excellent organisational skills with the ability to multi-task
Ability to manage own time effectively and to be prompt and punctual
Experience of working effectively within a team and collaborating with others to achieve a goal
Knowledge and understanding of best practice frameworks (such as ITIL, ISO20k) for the delivery of IT services
Ability to communicate processes and procedures verbally clearly and accurately and in writing
