Service Desk Team Lead

Job Description - Service Desk Team Lead
We are seeking a highly organized and client-focused Service Desk Team Lead to serve as the primary liaison between our service technicians and clients. As the Service Desk Lead Manager, you will play a crucial role in ensuring effective communication and exceptional service delivery. We are looking for an energetic, outgoing, and patient candidate who demonstrates strong organizational skills.
Responsibilities :
Serve as the client advocate, maintaining regular communication with clients to keep them informed about incident progress and notify them of any impending changes or agreed outages.
Act as the single point of contact for all types of service requests, promptly addressing client inquiries and concerns.
Collect necessary information from clients and accurately create and update service tickets in our ticketing system.
Prioritize service incidents and dispatch tickets to engineers following established procedures.
Including assign service tickets to the appropriate IT technicians or teams based on their expertise, workload, and location.
Manage engineer schedules to ensure efficient service delivery and maximize the utilization of billable resources.
Monitor resource schedules to ensure prompt time entry for service requests.
Collaborate with peers and other business units to resolve service issues in a timely fashion.
Effectively manage multiple service ticket boards.
Communicate technical resolutions clearly, concisely, and precisely, both verbally and in writing.
Ensure customer satisfaction through continuous status updates and information sharing.
Input problem descriptions and resolutions into our standardized company support centre application.
Improve client service, perception, and satisfaction by developing and managing internal and external support documentation.
Demonstrate the ability to work collaboratively in a team and communicate effectively.
Continuously review and improve dispatching processes and workflows to enhance efficiency and customer satisfaction.
Update and maintain accurate records of service requests, resolutions, and client interactions in the ticketing system or other designated toolsets.
Escalate high-priority or complex incidents to senior IT staff or management, as necessary.
Monitor the progress of service tickets, ensuring that all incidents are being addressed within the agreed-upon service level agreements (SLAs).
Coordinate and schedule on-site visits or remote support sessions for IT technicians as required.
Prioritise and categorise service tickets based on urgency, impact, and available resources.
Knowledge, Skills, Abilities, Qualifications:
Strong work ethic with a keen attention to detail.
Must possess strong interpersonal skills, including telephony skills, communication skills, active listening, and client care.
Provides exceptional customer service by actively listening, showing empathy, and paying attention to detail. Proactively follows up on problems and anticipates customer concerns.
Ability to match technical resources with specific technical issues.
Demonstrates adaptability to quickly respond to a changing work environment.
Self-motivated and able to perform effectively in a fast-paced, high-volume environment.
Relevant work experience in a Help Desk/Service role is highly desirable and will be given extra consideration.
Familiarity with the following IT systems is a plus: ConnectWise, BrightGauge, IT Glue.
Knowledge of IT infrastructure and equipment preferred, including PCs, servers, switches, routers, etc.