Service Desk Lead

Client & Project:

We are seeking a new talent to join the Service Delivery team where you will have the opportunity to collaborate in our client project a company that specializes in retail and financial services, providing a wide range of products and services to its customers.

Responsibilities:

• As a Service Desk Lead, you will be responsible for overseeing first-level technical support, ensuring that incidents and service requests are documented, tracked, and resolved within service level agreements.
• You will manage scheduling coverage, set operational goals, and keep the team updated with necessary customer-specific knowledge while maintaining efficient service desk operations.
• You are expected to be a subject matter expert, collaborate and manage the team to perform effectively.
• You will be responsible for team decisions, engage with multiple teams, and contribute to key decisions while providing solutions to problems for your immediate team and across multiple teams.
• Foster a collaborative environment that encourages team members to share knowledge and best practices.
• Implement innovative strategies to enhance service desk efficiency and customer satisfaction.
• Conduct regular training sessions to ensure the team is well-versed in the latest technologies and customer service techniques.
• Analyze performance metrics to identify areas for improvement and develop action plans accordingly.
• Act as a liaison between the service desk team and other departments to ensure seamless communication and service delivery.