Nextgen Tech Jobs
IMT Resourcing Solutions
Service Desk Team Lead
We are a dynamic organization dedicated to delivering exceptional IT support and services. Our commitment to excellence ensures the seamless operation of IT systems for our clients and teams. We are seeking an experienced Service Desk Team Lead to manage and mentor the service desk team while ensuring outstanding service delivery and efficient operations.
Role Overview
As the Service Desk Team Lead, you will oversee the day-to-day activities of the IT service desk, ensuring the timely resolution of incidents and requests. You will manage team performance, implement best practices, and foster a culture of collaboration and customer focus.
Key Responsibilities:
- Lead and manage the service desk team, providing guidance, mentorship, and performance evaluations.
- Oversee the logging, prioritization, and resolution of service desk tickets to ensure SLAs are met.
- Act as an escalation point for complex issues, ensuring timely resolution.
- Monitor and analyze service desk performance metrics, identifying areas for improvement.
- Implement best practices and processes to enhance service delivery and efficiency.
- Collaborate with other IT teams to ensure seamless integration of services.
- Conduct regular team meetings and training sessions to maintain a high level of technical expertise.
- Develop and maintain documentation for service desk procedures and knowledge base articles.
- Promote a customer-focused approach, ensuring users receive high-quality support and communication.
Requirements:
- Proven experience in a service desk or IT support role, with at least 2 years in a leadership position.
- Strong technical knowledge of IT systems, including Windows, Office 365, and networking basics.
- Excellent leadership and team management skills, with the ability to motivate and mentor staff.
- Outstanding problem-solving and decision-making abilities.
- Strong organizational skills, capable of managing multiple tasks and priorities effectively.
- Excellent communication and interpersonal skills, with a customer-focused mindset.
- Familiarity with ITIL or other IT service management frameworks is desirable.
- Degree in IT, Computer Science, or a related field; equivalent experience will also be considered.
What We Offer:
- Competitive salary and benefits package.
- Opportunities to lead a dedicated team in a supportive and innovative environment.
- A workplace culture that values learning, teamwork, and professional growth.
- Access to training and development programs to enhance your skills and career progression.
Application Process:
If you are an experienced IT professional with a passion for leading teams and delivering outstanding service, we encourage you to apply. Join us as a Service Desk Team Lead and play a key role in ensuring seamless IT support and service excellence.
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