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.

JR012836