Managed Services - Team Lead, Service Desk

Position Title: Team Lead, Service Desk

Position Location: On-Site in Houston, TX 

Job Summary: 

Manage a team of service desk consultants to ensure optimal and exceptional delivery and control with the objective of achieving or exceeding customer service level agreements (SLA’s) in the most cost-effective manner.

Essential Functions:

• Manages customer satisfaction and retention of clients by improving customer service of team.
• Manages the team’s achievement of customer SLA’s.
• Provides customers with expert advice/input.
• Communicates operational issues and relevant business information to team.
• Participates in interviews and makes appointment recommendations and facilitates vesting of new employees.
• Performance management – contracts performance expectations with team members and conducts regular performance review discussions.
• Facilitates personal development of team members: Determines baseline performance and identify development gaps; coaches’ technical skills of subordinates; facilitates development and implementation of Development Packs; Identifies teams’ development priorities / training needs & solutions.
• Motivation. Ensure staff well-being; facilitates effective teamwork and conflict handling.
• Facilitates implementation of change through support and implementation of change initiatives.
• Capacity management: Day-to-day service desk people capacity planning, scheduling, coordinating of activities & resourcing (incl. leave planning and training of the appropriate skills to enable delivery).
• Objective setting for team: Facilitates clear understanding of individual responsibilities; assigns work to individuals and sets priorities (day to day); sets deadlines and standards for performance.
• Operational performance monitoring: monitors team’s productivity and operational performance and takes rectifying action if required (focus on analyze trends and issues and developing solutions).
• Process improvement: Improves the efficiency of processes and procedures within the framework of the generic process.
• Compliance management: Implements and executes the governance framework; ensures effective use of integrated corporate tools; and manages compliance to processes, procedures, and standards.
• Team risk management: Identifies challenges and risks (people and business).
• Liaise with stakeholders outside the team to ensure alignment and to address and improve escalated operational issues.
• External: Liaises with customers to address operational issues.
• Internal: Ensures service line engagement and integration.
• Implements a governance framework internally and externally.
• Acts as a project resource for changes in the services supported.
• In the absence of SD Operations Manager takes over all duties as required.
• Other duties as assigned.

Required Skills/Abilities/Competencies:

• Excellent verbal and written communication skills.
• Ethical and Critical Thinking.
• Excellent interpersonal and customer service skills.
• Excellent sales and customer service skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Strong supervisory and leadership skills.
• Ability to prioritize tasks and to delegate them when appropriate.
• Ability to function well in a high-paced and at times stressful environment.
• Proficient with Microsoft Office Suite or related software.

Education and Experience:

• 1.5 years’ experience in a Service Desk environment.
• Experience as a Backup Team Leader is an advantage.
• Desktop support environment Proven track record, knowledge, and experience of a service desk/desktop environment.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.