Are you an experienced Service Desk leader with a passion for delivering exceptional customer service and leading high-performing teams?
We are looking for a Senior Service Desk Team Lead to join a dynamic Operations team. This is an exciting opportunity for a results-driven leader who thrives in a fast-paced technical support environment and has a strong background in incident management, service delivery, and team leadership.
Key Responsibilities:
- Lead the Service Desk operation across multiple shifts
- Manage Team Leads and drive high performance through coaching and development
- Ensure SLA compliance and effective ticket lifecycle management
- Act as Incident Commander during major incidents and customer escalations
- Analyse service trends and drive continuous service improvements
- Build strong relationships with customers, internal teams, and third-party vendors
- Produce operational reports and performance dashboards
Minimum Requirements:
- 4–6 years' experience in a Service Desk or IT Support environment (Telecommunications/ISP experience is advantageous)
- 2–3 years in a Team Lead or Supervisory role
- Strong knowledge of ITIL processes and Service Desk best practices
- Experience with enterprise ITSM platforms (ServiceNow preferred)
- Relevant IT qualification with an ITIL Foundation certification (or willingness to obtain)
Must-Have Skills & Experience:
- Proven people management experience
- Strong understanding of client SLAs and the ability to manage client expectations
- Previous experience within a technical call centre environment
- Strong escalation handling and conflict management skills, both internally and externally
- Well-organised, proactive, reliable, and able to take initiative
- Willingness to work overtime and scheduled weekends when operationally required
Please note: If you do not receive feedback within two weeks of submitting your application, please consider your application unsuccessful.
Application Question(s):
- Previous experience within a technical call centre environment
- Willing to work overtime and scheduled weekends when operationally required
Experience:
- Proven people management : 3 years (Required)
Work Location: In person
