Service Desk Team Lead
6 months contract
Iconic NZ company
About the role
Ensure the service desk team deliver exceptional customer service and with your guidance provide excellent results internally meeting those SLA's.
Manage Staff Shift Roster to ensure appropriate resource coverage
Conduct monthly team capacity forecasting and planning
Maintain client and service desk knowledge base and documentation
Act as an escalation point for the team and incident manager when required
Regular review of team key performance indicators with the IT Manager to ensure they are appropriate
Monitor and manage team assigned Service Tickets on a daily basis to ensure service level agreements are being met
Run team meetings to cover any updates, changes and to provide a forum for feedback from the team
Respond to and resolve customer complaints or service enquiries and take corrective action as required
Skills & experience required
Knowledge and experience in the operation and management of an IT Service desk
Strong knowledge of ITIL
Experience in people management Strong customer service delivery focus
We'd love to hear from you, if this is the right role for you - APPLY now or email your CV and cover letter to firstname.lastname@example.org
REF # 116746
REF # 116746
Beyond Recruitment Technology, Transformation & Digital, connecting IT talent with IT opportunities. Visit www.beyond.co.nz for more roles and information.
Candidates who have the legal right to work in NZ are invited to apply.
Hi I'm Emma, I manage this role. See more of my jobs here.