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IT Service Desk Team Leader

• Ensure that service levels are archived in line with contracts and that customer's expectations are met or exceeded.
• Manage the Service Desk staff to provide 1st level technical support, answering support queries via telephone, using remote desktop tools.
• Ensure staff take ownership of user problems and be proactive when dealing with user issues
• Ensure that all calls are logged in the Service Desk logging system
• Act as further escalation point for unresolved or escalated calls
• Ultimate responsibility for ownership of all customer's incidents or logged service requests.
• Track the incidents to conclusion in line with SLAs and quality standards.
• Manage critical customer incidents, associated to customer communication, activities and any appropriate escalations.
• Provide management and performance reports.
• Report to senior managers on any issues that could significantly impact the business.
• Manage and collaborate with third party suppliers and ensure that their performance and provision of services and quality are in line with our expectations and enable us to meet or exceed service levels.
• Identify and implement improvements to the service desk incident logging system.
• Ensure that the service desk is fully using appropriate knowledge management tools.
• Allocate more complex calls to relevant IT support member.
• Ensure that knowledge management systems and documentation are kept up to date.
• Identify potential Users' training requirements, and provide knowledge management recommendations for training actions to users.
• Conduct random surveys of users immediately after they have used the Service Desk, and report the results to Management each month