We are looking for a highly-driven and motivated individual to take the role of the Team Lead, Global Service Desk. The role is a key leader in the Global Service Desk (GSD) team in the Enterprise Technology Services' (ETS) organisation. She/he will oversee the operations and performance of the company's global service desk function. This role requires a strong leader with exceptional communication, technical, and problem-solving skills to ensure that our IT service desk provides efficient and practical support to users across various locations and time zones.Responsibilities:
- Service Desk Leadership:
- Develop and implement service desk policies, procedures, and best practices.
- Ensure adherence to ITIL and industry-standard service management principles.
- Team Management:
- Lead and motivate a team of service desk analysts.
- Set performance goals, conduct regular performance evaluations, and provide coaching and feedback.
- Incident and Request Management:
- Oversee and where necessary be hands-on in the handling of ETS incidents, service requests, and inquiries through effective ticketing systems.
- Ensure timely and accurate communication & resolution of incidents, adhering to defined service level agreements (SLAs).
- Monitor incident trends, identify root causes, and implement preventive measures.
- Where necessary redirect tickets to the local market IT Service Delivery (L2/ITSD) teams or the next level of support personnel (L3/Service Owners).
- Customer Satisfaction:
- Continuously improve customer satisfaction levels by enhancing service delivery and customer communication.
- Gather and analyze feedback from users to identify areas for improvement.
- Knowledge Management:
- Develop and maintain a comprehensive knowledge base for service desk staff and end-users.
- Promote knowledge-sharing and training initiatives to enhance the team's technical skills.
- Reporting and Metrics:
- Generate and analyze service desk performance reports, highlighting key metrics and trends.
- Present reports to management and suggest continuous improvement initiatives.
- Continuous Improvement:
- Proactively identify opportunities for process improvement and automation to optimize service delivery.
- Proactively identify opportunities to shift-left services (e.g. L1/GSD to self-service or L2/L3 to L1/GSD)
- Champion initiatives to enhance the efficiency and effectiveness of the service desk function.
- Incident Escalation and Communication:
- Develop and maintain escalation procedures for critical incidents, ensuring timely communication with stakeholders and management.
- Facilitate clear and effective communication during major incidents.
Requirements:
- Proven minimum of 5 years of experience in managing global ITSD operations.
- Solid understanding of ITIL framework and service management best practices.
- Excellent leadership, communication, and interpersonal skills.
- Fluency in written and spoken English to work effectively in a multicultural and diverse environment.
- Strong problem-solving abilities and a customer-centric approach.
- Experience in managing a diverse and geographically distributed team.
- Knowledge of Windows & Mac operating systems, JIRA Service Desk, Confluence, Google Workspace and Slack are highly desirable
- Ability to work in a fast-paced and dynamic environment.
- ITIL and other relevant certifications are a plus.
