Senior Team Lead: MS Service Desk
Auckland, New Zealand
2d ago

Key Roles and Responsibilities :

Responsible for managing a team of service desk agents

Contribute to the process of managing tickets or calls logged at the service desk

Ensure all incidents which are logged, are accurately categorised

Ensure the allocation of an appropriate ticket prioritisation code upon receipt of the ticket / call and during the logging process

Ensure ticket diagnosis is conducted as to discover the full symptoms, determine what has gone wrong and how to correct it

Ensure reported faults are investigated and diagnosed

Be expected to take ownership and resolve or further escalate escalated incidents

Check incidents are fully resolved and users and / or clients are satisfied and agree to close the related incident

Ensure relevant actions have been logged to enable tracking

Train Service Desk Agents and cultivate the service excellence mind-set in the Service Desk team

Monitor the performance of Service Desk Agents and identify any training / coaching intervention required

Mentor and coach Service Desk Agents to improve their performance, as part of continual service improvement process

Lead the discussion of the daily huddles and ensure performance-enhancement solutions are identified and implemented

Identify gaps and short-comings in the current processes, procedures, services and provide recommendations for improvement

Monitor backlog and use escalation channels to get the right team involved to resolve tickets in timely manner

Knowledge, Skills and Attributes :

A good understanding of the vast range of IT operations and NTT service offerings

Display excellent levels of client engagement

Service orientated in nature

Demonstrate operational team management and leadership skills and able to effectively manage the resources that report to them

Excellent collaboration skills and able to interact professionally

Broad understanding of project management principles

Academic Qualifications and Certifications :

ITIL 4 Foundation

ITIL v3 Intermediate beneficial

Relevant technical certifications preferred

Required Experience :

Demonstrable relevant work experience gained in call centre managed services / services delivery environment within a medium to large ICT organisation.

Track record of team management / leadership experience

Demonstrable experience leading a team of service desk agents


What will make you a good fit for the role?

Standard career level descriptor for job level :

  • Assignments received include goals and the process by which to meet the goals
  • Gives direction to employees according to established policies and management guidelines
  • Recommends changes to units or sub-unit policies
  • Higher level management reviews work
  • Applies judgement within defined policies and procedures
  • Mistakes impact missed schedules
  • Interacts with subordinate managers or peers from other functional areas in other to gain cooperation
  • Presentations are around technical information or schedules
  • Subordinates are typically from P-band or S-band
  • Advises unit or sub-unit and may get involved to meet schedules or project deliverables or help to solve problems
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