What are the responsibilities and job description for the Service Desk Lead position at Tandym?
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 1
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
Keep a pulse on the job market with advanced job matching technology.
If your compensation planning software is too rigid to deploy winning incentive strategies, it’s time to find an adaptable solution.
Compensation Planning
Enhance your organization's compensation strategy with salary data sets that HR and team managers can use to pay your staff right.
Surveys & Data Sets
What is the career path for a Service Desk Lead?
Sign up to receive alerts about other jobs on the Service Desk Lead career path by checking the boxes next to the positions that interest you.
