Service Desk Team Lead- София

Описание

We are currently looking for suitable, motivated, and team-oriented professional for the position of Service Desk Team Lead.

The Role:

The service desk team lead is responsible for managing the first and second line technical support for all departmental IT applications and services across sites, including end user computing.

To manage the performance of Level 1 and Level 2 services & support to clients (internal and external) and ensure that service levels are achieved. To ensure that customer expectations are met or exceeded. Responsible for ensuring the staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements. The Service Desk manager will be accountable for the effective and efficient operation of the Apex’s Service Desk function, including people, process. The role will report to the IT Service Manager.

Key duties and responsibilities:

Assist the adoption and improvement of the ITIL processes/standards through the Service Desk;
Ensure Service Desk Agents and new starters are properly trained include on all policies and procedures;
Lead, guidance, coach and mentor the Service Desk Agent Team, including career development;
Leading the Team in an agile way, balancing workloads and positioning the team for scalability;
Maintain individual and Team discipline, cohesiveness and morale;
Set and monitor Service Desk Agents KPIs criteria to ensure the proper delivery of the business goals and SLAs, oversee the daily performance of the IT service requests, incidents and problems;
Act as a primary escalation point for the team. Own, monitor, coordinate and manage timely all IT Service Desk escalation cases, tickets and issues throughout the lifecycle of an IT ticket;
Review and provide regular work reports on performance and adherence to processes of the Service Desk Agents with quality checks of the established SLAs based on a daily, weekly and monthly reports;
Support the Line Manager(s) and Department Manager(s), undertaking ad hoc and other delegated tasks/duties of a similar level and responsibility as may be required;
Maintain and manage exceptional level of customer service experience and processes of communication during any engagements/emergency activities with all departments, internal or external;
Define, set up, maintain, diagnose and review all Service Desk processes, documentation and instructions (SOPs, Service Catalogue, workflows and etc.) and propose improvement where gaps are found;
Responsible for managing Team rotes and ensuring that the Service Desk function operates throughout hours agreed with the business and is staffed accordingly;

Изисквания към кандидата

Езикови познания:

Трудов опит:

Образование:

Ние предлагаме

Вид заетост:

Срок на заетост:

Договор:

Ниво в йерархията:
Средно управленско ниво

Категория:

Мениджмънт, бизнес развитие

Държава:

България

Населено място:

Гр. София

Адрес:

София 1000, Площад Македония, ул. Алабин 1, етаж 11

Дата:

14.11.2022

Организация:

Apex Fund Services Bulgaria EOOD
Фирма/Организация - Директно търсеща служители

Детайли за организацията:

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