Service Desk Team Lead

Lead and manage a global team of Service Desk Engineers to deliver high-quality first-line IT support services for LRQA employees worldwide. Act as the primary point of escalation within the Service Desk team, ensuring efficient resolution of complex issues and seamless service delivery. Support the implementation of IT service management processes and initiatives to align the Service Desk with organisational objectives and industry best practices. Drive a culture of collaboration, continuous improvement, and customer-centricity within the team.

Key Responsibilities:

• Team Leadership and Management: Supervise and mentor a global team of Service Desk Engineers, ensuring clear direction and accountability for performance. Conduct regular one-to-one meetings and performance reviews, providing coaching and identifying development opportunities for team members. Coordinate team schedules and workloads to ensure adequate coverage across different time zones.
• Service Delivery and Escalation Management: Monitor and manage incident, request, and problem tickets to ensure SLAs and KPIs are consistently met. Act as an escalation point for complex or high-priority issues, ensuring timely resolution and effective communication with stakeholders. Collaborate with other IT teams to address cross-functional incidents and minimise impact on business operations.
• Process Improvement and Best Practices: Support the implementation of ITIL processes, including incident, request, and problem management, within the Service Desk team. Identify opportunities for service delivery enhancements and implement initiatives to improve team efficiency and user satisfaction. Maintain and update the knowledge base, ensuring accurate and accessible documentation for the team.
• Stakeholder Communication and Reporting: Provide regular updates to the Service Desk Manager on team performance, challenges, and achievements. Contribute to the development of monthly service reports, highlighting key metrics and recommending improvements. Engage with end-users and stakeholders to gather feedback and ensure the Service Desk aligns with business needs.
• Tool and Technology Management: Utilise ITSM tools, such as Halo ITSM, to monitor and manage the team’s workload effectively. Ensure team members are proficient in using Service Desk tools and platforms.

Technical/Professional Qualifications/Requirements:

• Education and Experience: Proven experience in a Service Desk or IT support role, with at least 1-2 years in a leadership or supervisory position. Experience managing or supporting a geographically dispersed team in a global organisation.
• Technical Expertise: Strong understanding of ITIL principles, with ITIL 4 Foundation certification preferred. Familiarity with ITSM platforms, such as ServiceNow, or similar tools for managing incidents and requests. Technical knowledge of IT infrastructure and systems, including Windows, Active Directory, networking, and cloud services.
• Skills and Competencies: Excellent leadership and people management skills, ability to inspire and develop a high-performing team. Strong problem-solving and analytical skills, with the ability to address complex technical issues effectively. Exceptional communication skills, both written and verbal, to engage with technical and non-technical audiences. Ability to prioritise tasks and manage time effectively in a fast-paced environment. Experience working within an ITIL-aligned environment. Additional certifications in relevant technologies (e.g., Microsoft, Cisco, Azure). Knowledge of agile and DevOps methodologies and their application in IT operations.