Team Leader

• Lead, coach and develop Level 1 and Level 2 service desk engineers
• Work tickets hands-on, resolving incidents and service requests alongside the team
• Manage ticket queues, triage, prioritisation and dispatch
• Ensure incidents and service requests meet SLAs, response targets and CSAT measures
• Escalate and resolve complex, aged or at-risk tickets
• Monitor, analyse and report service desk KPIs
• Manage rostering, capacity planning and after-hours or on-call coverage
• Conduct one-on-ones, performance reviews, coaching and knowledge-transfer sessions
• Improve service desk processes, runbooks and knowledge base using ITIL practices
• Maintain ticket hygiene, documentation and accurate time recording
• Support customer onboarding and transition of new services into operations
• Handle customer complaints and difficult conversations
• Contribute to recruitment, induction and mentoring
• Provide out-of-hours emergency support and leadership cover
• Build customer relationships and act as an escalation point
• Work with service delivery, account management, engineering, project and cyber security teams
• Engage third-party vendors and collaborate on tooling, automation and self-service improvements

Service Desk Team Leader leading Microsoft-focused offshore support teams for global brands

Service Desk Team Leader

Service Desk Team Leader leading hands-on Microsoft support for Satellite Office’s offshore teams serving global brands. Managing engineers, queues, SLAs, escalations and ITIL process improvement.

• Provide effective leadership and supervision to a team of representatives
• Set clear performance expectations and goals for team members and ensure they are aligned with organizational objectives
• Coach, mentor, and motivate team members to enhance their skills, performance, and professional development while fostering a positive and collaborative team environment
• Address employee concerns, conflicts, and performance issues in a timely and effective manner
• Monitor team performance and ensure adherence to established service level agreements (SLAs) and key performance indicators (KPIs)
• Analyze team metrics and identify areas for improvement, implementing strategies to enhance productivity and efficiency
• Collaborate with cross-functional teams to streamline processes, resolve operational challenges, and optimize workflows
• Continuously monitor and improve customer service quality, ensuring high levels of customer satisfaction
• Stay updated with industry best practices and trends to drive process improvements and innovation within the team
• Identify training needs and coordinate training sessions to enhance the skills and knowledge of team members
• Ensure team members are equipped with the necessary tools, resources, and information to effectively perform their roles
• Collaborate with other team leads and managers to share best practices and implement consistent processes
• Serve as a point of contact for escalations and handle customer inquiries or complaints as needed
• Contribute to team meetings and participate in organizational initiatives to drive positive change and growth
• Provide reports on team performance as required
• Regularly communicate with clients as needed
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times

Team Leader responsible for managing a team to ensure exceptional customer experiences

Team Leader managing a team to ensure exceptional customer experiences. Responsibilities include performance monitoring, coaching, and operational efficiency in a remote setting.

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Service Desk Team Leader

Team Leader