Team Lead – Service Desk

Please consider the following:

· You must ensure that you and your team are aware of the SLA’s and other performance targets.

· You will be responsible for ensuring your team are fully adherent to all ITIL Client Support processes.

· Manage & Direct the day to day activities of the support analysts within the level I and level II day Teams

· Manage shift turnover meetings (p 3)

· QMS Ticket reviews

· On-the-job coaching of team members in their development

· Monitoring of team and individual performance

· Provide a lead role in staff development through training, performance appraisal and team building

· Ensuring all team members follow ITIL standards e.g. change control, configuration management

· Ensure adherence to internal processes,

· Develop and maintain good communications within and across teams

· Act as escalation point for major incidents

· As part of team, standardize and improve working practices

· Ensure incident calls are being progressed in correct technical directions in timely manners

· Ensuring under/over delivering our agreed services is monitored

· Provide 2nd level technical support and ensure that escalated calls and issues are responded to within defined service levels and call management guidelines

· Ensuring Support Analysts, MMC mgrs, Clients & partners are updated on current status of issue

· Implementation of changes to client solutions

· Identify and provide technical training to Operations group as needed.

Knowledge

· Excellent understanding of web site technology

· Excellent understanding of internet

· Good understanding of Server Management

· Knowledge of a call management system and its function.

· Knowledge of ITIL and its function within IT.

Skills

· Excellent Microsoft server skills (troubleshooting)

· Excellent customer service skills

· Ability to manage call levels

· Confidence in liaising with other personnel

· Ability to multi-task and work well under pressure

· Good team working skill essential

· Ability to document processes and procedures in a clear, concise and logical manner.