The key deliverable is to lead and drive the day to day operation of the 1st/2nd line service desk function in our Manchester office, reporting to the Service Operations Manager in ensuring that the highest level of service is delivered to OryxAlign clients and internal stakeholders. The Service Desk Team Leader will take a hands-on approach to directing the activity of their team ensuring effective resourcing, work allocation, ticket management, analysis, trending and performance reporting is captured and acted upon as well as providing team leadership and mentoring.
Ensure the Service Desk and NOC are always resourced to meet the baseline and extraordinary demands the business places upon it.
Manage inbound ticket allocation to Engineers within the Service Desk and other technical support teams.
Monitor queues to ensure tickets are assigned to appropriate resources and progress is monitored to achieve client SLA’s.
Deliver Service Desk KPI’s in line with departmental objectives and client contracts.
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.
Configure, compile and distribute Service Desk reporting and supporting the Service Operations Manager with analysis and identification of proactive and preventative developmental initiatives.
Skills and Knowledge required
The nature of our business requires a broad technical knowledge, flexibility, common sense and initiative. While the specific content of your role is clearly defined, this may evolve over time and needs a proactive and hands on approach to duties.
Skills and experience required:
1st and 2nd Line Service Desk technical experience in a Microsoft technical environment.
Management and Maintaining SLA’s and KPI’s.
Proven ability to grow and mentor team members.
Delivery of exceptional client experience and customer service.
Experience within a Managed Services Provider preferred.
Along with the above, the candidate needs to demonstrate exceptional communication skills, instilling confidence in others with regards to their knowledge, competency and ability to deliver.