Team Leader - Service Desk

The Team Leader - Service Desk role involves planning and organizing work, maintaining customer satisfaction, and improving continuous improvement mentality in the team. The role requires substantial personal responsibility, autonomy, and accountability.

Requirements

• Produces and analyses management reports to allocate work and report on trends.
• Resolves customer escalation in a timely manner to avoid disruption and minimize business impact.
• Plans and distributes workload appropriately to ensure that business needs and deadlines are met.
• Provides clear, concise, and relevant communication to ensure clarity of objectives and outputs required.
• Controls relevant costs lines in order to meet budgetary requirements.
• Act in accordance with Computacenter Information Security Policies and report any potential or actual Security events or other Security risks to the organisation.
• Ensure team members are adequately trained, encourage development of skills, ensure backup structure is in place.
• Conduct performance reviews and 121 meetings in line with CC policies. Regular coaching, mentoring, and timely feedback to team members in a professional way.
• Responsible for management of resourcing requirements (attrition and retention).
• Governance of knowledge availability and quality of service.
• Act as a role model for their direct reports.
• Ensure the workload of incoming customer queries is distributed equally in the team and the workflows and queues are managed properly (via floorwalking, remote management, etc)

Benefits

• 24/7 work environment
• Opportunities for career advancement and professional development
• Innovative solutions to challenges
• Continuous improvement and forward-thinking