IT Service Desk Team Leader at Alternate Doors

On Monday, July 6th, 2015
Our Client is an IT Company Currently recruiting an IT Service Desk Team Leader.

Role Description: This is a leadership role. The team leader will be a people manager to the IT service desk team. The team leader will be responsible for all the KPI’s of the team and should be able to do look at least 1 year ahead for the team.

Key Accountabilities

  • Understand and keep track of key team KPI’s. 
  • Manage dips in performance with adequate reinforcement plans proactively.
  • Monitors, coordinates and supervises the daily activities of the staff in the operations team.
  • Manage staffing and scheduling.
  • Manage induction for new team members.
  • People management and associated responsibilities like performance and development management.
  • Manage relationships of the key interfaces of the team
  • Able to plan long term improvements, looking at least 1 year ahead
  • Understanding of processes run by team and ability to bring in improvements and efficiencies within the team.
  • Able to conceive and implement productivity improvements within operations.
  • Manage escalations across the IT service desk m.
  • Generate periodical reports for IT Services Manager
  • Constant monitoring of contract scope and ensuring that any new projects are tracked and either absorbed into the exiting profiles or creation of new scope/profiles.
Primary Skills
  • IT Service Delivery
Must to Have:
  • Very good people management skills, should have experience in previous roles.
  • Very good communication skills, should have managed services across geographies.
  • Ability to drive initiatives in the team with creativity and a long term vision.
  • ITIL understanding, experience of dealing with process improvements.
  • Having a proven track record.
  • ITIL foundation certification.
  • Good understanding of  End User IT Infrastructure, challenges and common work around
  • Experience in hiring and building small to mid-sized teams.
  • Experience in managing technical teams.
  • Experience in handling a high volume operations teams.
Educational Qualifications
  • BSc. Computer Science or Related
  • ITIL Certification
  • Microsoft Certification/Cisco Certifications
  • 3-5 years of experience as Team Lead/Manager
If you feel you fit the above role, please send your CV only quoting the job title on the email subject to [email protected]

N.B: We do not charge any fee for receiving your CV in our database nor for interviewing.

Only candidates short-listed for interview will be contacted.
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