Service Desk Team Lead

hace 1 semana

Málaga, Málaga, España The Workshop A tiempo completo
Service Desk Team Manager

We are seeking a highly skilled and experienced Service Desk Team Manager to join our team at The Workshop. As a key member of our IT service management team, you will be responsible for leading and managing a team of technical staff to provide exceptional service to our customers.

Key Responsibilities:
  • Lead and manage a team of technical staff to provide incident, change, and problem management services.
  • Develop and implement processes and procedures to improve service delivery and reduce incident resolution times.
  • Collaborate with other technical teams to resolve complex technical issues and improve overall service quality.
  • Provide coaching and development opportunities to team members to enhance their skills and knowledge.
  • Ensure compliance with ITIL best practices and industry standards.
  • Monitor and report on key performance indicators (KPIs) such as first contact resolution, response and resolution service level agreements, and ticket quality.
Requirements:
  • Significant experience in IT service management, preferably in a leadership role.
  • Proven track record of improving service delivery and reducing incident resolution times.
  • Excellent leadership and communication skills.
  • Ability to work collaboratively with cross-functional teams.
  • Strong analytical and problem-solving skills.
  • ITIL Foundation certification.
What We Offer:
  • A competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • A dynamic and supportive work environment.
  • Collaborative and innovative team culture.

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