Service desk team lead

Responsibilities

• Oversee and manage all Service Desk activities during assigned shifts to ensure smooth and efficient operations.
• Distribute and balance workload among team members based on priorities and operational requirements.
• Drive the efficiency and effectiveness of the Incident Management process, ensuring incidents are resolved within agreed Service Level Agreements (SLAs).
• Monitor and track the progress of all Service Calls throughout their lifecycle, from logging to resolution, to ensure SLA compliance.
• Allocate Service Desk Agents to tasks such as queue monitoring, phone support, and mailbox management as required.
• Act as an escalation point within the Incident Management process and engage higher-level management support when necessary.
• Ensure effective communication of escalated issues internally and externally, including timely status updates to customers in accordance with SLA requirements.
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