IT Service Desk Lead

We are looking for an IT Service Desk Team Lead who will join the IT Service Desk Team and help us make the world a better place through innovation. Enjoy doing things that people say can’t be done? Innovation is at the center of everything we do. Hate red tape? We remove roadblocks instead of creating them. Looking for community? There are many ways to get involved, from Employee Resource Groups to local outreach.

The Role

Wolfspeed NI are looking for an IT Service Desk Team Lead. You will be responsible for applying business knowledge and IT expertise globally for all our locations. In this role, you will provide a wide range of support to our customer groups. The successful candidate will play a key role in the success of the organization by leading incident management, creating and following business processes while motivating and leading a team of high performing service desk professionals.

In this critical role, the successful candidate will be an experienced individual who can handle the intricate processes and pressures of an IT Service Desk. With a strong technical background, you will be the go-to person for making decisions as an escalation point for any technology-related processes, applications, or devices. As the IT Service Desk Team Lead, your primary focus will be managing the IT Service Desk and leading the Level 1 technical support team. Your goal will be to deliver exceptional client support and excellent service ensuring that incidents and requests consistently meet the agreed service level agreements (SLAs).

Your day-to-day – We do what others say can’t be done:

• Drive a culture of service excellence within the team providing the necessary leadership and support to ensure a high level of proactive customer service is always delivered.
• Supervise and participate in the provision of 1st line technical support for all our services with the knowledge and skills to provide first-time-fix call resolution ensuring that they are completed within agreed SLA’s.
• Follow up the status of incidents on behalf of customers and communicate progress in a timely manner.
• Ensure timely communications with customers.
• Schedule the team workload to ensure that they are completed in a timely manner.
• Audit the work done by third party managed service provider L1 service desk team.
• Train, coach and mentor Service Desk Specialists and oversee staff activities.
• Build training material for support staff.
• Drive third party managed service provider to ensure they have the right skills, meet the expectations and improve user experience.
• Supervise the recording, triaging and classification of Incidents & Service Requests to ensure that Wolfspeed IT Service Management processes are adhered to.
• Proficient in Service Now and using Service Now platform to oversee the handling of the requests & incidents or all requests and incidents by L1 team.
• Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization.
• Determine root cause of issues and communicate appropriately to leadership.
• Produce and contribute to the development of IT service management KPIs.
• Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed.
• Work towards improving Service Level Agreements to set expectations and measure performance.
• Develops an effective and workable framework for managing and improving customer IT support in the organization.
• Advise management on situations that may require additional support or escalation.
• Manage process for communicating outage/emergency activities to the organization where applicable.
• Manage vendor relationships as it depends on daily operational needs.
• Review survey feedback to improve services, tools and support experience and identify continuous improvement and automation opportunities.

Your Profile – Ready to join the Pack?

• 5+ years of experience working in a similar Service Desk environment.
• Strong customer focus.
• Demonstrates ability to multi-task and re-prioritise responsibilities based on changing requirements (such as urgent customer problems).
• Strong analytical and problem-solving capabilities.
• Display self-motivation, a sense of ownership, and the flexibility to adapt to rapidly changing conditions and priorities.
• Excellent written and verbal communication skills.
• Proficient in Service Now.

This role may require additional duties and/or assignments as designated by management. We understand that there might be a few requirements that you don’t meet. That’s ok! Apply!

About Wolfspeed: At Wolfspeed, we do amazing things in a human way. We are a global powerhouse semiconductor company leading the transformation from Silicon to Silicon Carbide technologies, providing solutions for efficient energy consumption and a sustainable future. While there is a great deal of complexity in our designs and solutions, what we provide for our customers is simple – we make systems more efficient while reducing cost and increasing performance.

Wolfspeed’s product families include Silicon Carbide materials, and power-switching devices targeted for various applications such as electric vehicles, fast charging, renewable energy and storage. Apply now and you will hear from us within the coming days!

Wolfspeed is an equal opportunity employer. We recruit, employ, train, compensate, and promote regardless of race, sex, religion, color, national origin, disability, age, veteran status, gender identity, sexual orientation, and other protected statuses as required by law. We value our people above all else.

You may be entitled to:

• Competitive Salary.
• Performance based bonus plan.
• Flexible working environment.
• 25 days annual leave plus 10 public holidays.
• Pension Plan.
• Full benefits package including private medical insurance.
• A fun, inclusive working environment providing fantastic learning and development programs designed to enable individuals to achieve career goals and grow with the company.
• And a lot more!