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Service Desk Team Lead
2 months ago
Job Summary:
The Service Desk Team Lead at GFI Digital provides technical leadership, direction, support, and service ticket oversight to the Service Desk team members. This role will work ticket escalations by collaborating with other teams, provide technical leadership, and customer communication. This role will lead by example our commitment to service excellence.
Key Responsibilities:
- Team Management: Verify and direct requests from the Service Desk to other departments as directed.
- Performance Analysis: Analyzes and interprets KPIs/ticket data, identifies areas of concern to recognize and propose solutions through use of policies and procedures.
- Process Improvement: Identify, propose, and coordinate proactive projects on the help desk to positively impact client environment health and satisfaction.
- Training and Development: Assist with documentation and implementation of training requirements for the Service desk.
- Ticket Assignment: Assign tickets to appropriate resources and ensure ticket process guidelines are adhered to.
- Process Documentation: Proposal and documentation of processes for seamless customer experience.
- Technical Support: Performs diverse technical assistance, documents findings, and performs maintenance duties in a manner that may be outside of normal Service Desk role.
Team Development:
- Provide technical and personal development for Service Desk team members, including new employee onboardings, monthly 1 on 1's, and weekly team meetings to review open items, team/individual recognition, and professional development.
Duties and Responsibilities:
- Assign out tickets to team members based on skill and ability.
- Monitor team ticket queues to ensure quality service standards.
- Monitor incoming tickets to maximize client satisfaction.
- Communicate effectively with management on escalated issues.
- Follow procedures as directed for directing tickets to appropriate departments.
- Work ticketed issues and assist team members as needed.
- The Service Desk Team Lead will report to the Service Desk Manager.
