Service Desk Lead

We are seeking a Service Desk Lead for an urgent project. The Service Desk Lead should be a dynamic individual who is motivated by working with a fun and driven team to build a leading travel retail technology company.

Responsibilities:

• Engages service desk shift personnel to ensure performance is effective and efficient
• Understands and monitors KPIs and SLAs to ensure thresholds are not exceeded.
• Provides first level escalation assistance and escalates to leadership when necessary
• Assigns and prioritizes workloads during respective shifts
• Provides active guidance and coaching for 1st level teams during assigned shifts
• Ensures shift schedules are closely monitored and escalates gaps to leadership
• Works to identify missing or erroneous documentation for processes or knowledge
• Conducts quality spot checks to verify customer communication and ticket documentation
• Assesses and initiates first level contact and notification to leadership for Major Incidents.
• Provides summary reports to 'next shift' and conducts effective turnover
• Provides weekly performance reporting to the Service Desk Manager
• Investigates customer complaints and feedback and follows up to address concerns

Technical Requirements:

• Should have basic knowledge of IT operations management processes and technologies
• Must possess Knowledge of basic Service Desk Operations
• Ability to quickly address customer issues or escalate to the appropriate resolving teams
• Ability to apply best practices in order to resolve customer incidents and requests
  Ability to work in a fast paced, high-stress environment

Soft Skills:

• Good Communication Skills
• Strong customer focus
• Good interpersonal skills to address customer escalations

Experience:

• Should have at least 2 years of relevant Experience leading Service Desk teams
• Should have prior experience in customer facing roles