Service Desk Team Leader

Our client is looking for a Service desk Team leader to manage the performance of first line services & support to clients and as well as training to ensure that service levels are achieved and maintained.

Key Responsibilities

• Develop the operational plan for the Service Desk in collaboration with the management team.
• Plan, organize and supervise the customer care operations.
• Coordinate, assign, direct, daily, weekly, monthly works schedules for the Service Desk.
• Verify and resolve escalated customer complaints.
• Manage and implement Service Level Agreements.
• Produce accurate monthly and ad hoc reports within contractual time frames and deadlines.
• Develop lasting relationships within the business unit that involve consultation, negotiation and partnering to achieve a common goal.
• Oversee solutions repository and ensure top quality solutions are available to the staff.

Experience

A minimum of 2 years' experience in a management position, and 2 years experience in a team leadership role in a customer services environment.

Desired Skills

Desired Work Experience

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