SERVICE DESK LEAD L2

The Service Desk Lead L2 will support service desk agents in prompt delivery and customer service, manage and coordinate escalated work orders, and lead in the development of good customer service practices. They will also undertake a weekly review of the First Line Service Desk call queues, measure and report on service delivery performance metrics, and produce statistics and management reports. The role also involves team management, resourcing, talent management, performance management, and employee satisfaction and engagement.

Requirements

• 5-8 years of experience in Service Desk
• TIS Service Desk experience
• Leadership skills
• Communication skills
• Problem-solving skills
• Team management skills
• Performance management skills
• Employee satisfaction and engagement skills

Benefits

• Competitive salary
• Benefits package
• Opportunities for growth and development