Job Description
Job Summary
The Service Desk Team Lead is a pivotal role responsible for providing leadership, coaching, and supervision to our Service Desk Analysts. We seek a highly motivated individual to ensure the team's high-quality service delivery, manage performance, handle critical incidents, and contribute to continuous improvement within the service desk.
Responsibilities
People Manager
- Communicate team goals and identify areas for new training or skill checks.
- Process all disciplinary actions.
- Directly manage and lead a team of Service Desk Analysts.
- Provide coaching, guidance, and ongoing development to team members.
- Foster a positive and collaborative team environment that promotes performance, quality, and customer service excellence.
- Conduct regular one-on-one meetings and performance reviews with team members.
- Organize team-building activities to enhance team cohesion. ...