Service Desk Team Lead

hace 4 semanas


Madrid, Madrid, España The Workshop A tiempo completo
Job Summary

We are seeking a highly skilled Service Desk Team Manager to join our team at The Workshop. As a Service Desk Team Manager, you will be responsible for leading a team of technical staff to provide exceptional customer service and support to our users.

Key Responsibilities

Manage and lead the Service Desk team, overseeing rostering, staffing decisions, development plans, and performance feedback to ensure key competencies are met and support business needs.
Clearly define and communicate job expectations and vision, providing direction and development for direct reports.
Promote a continuous improvement ethic, work to eliminate bottlenecks, implement feedback loops, and identify opportunities for automation.
Ensure team documentation and standard operating procedures are up-to-date and fit for purpose.
Work collaboratively with other technical teams to resolve incidents and problems under tight time constraints.
Encourage a proactive attitude towards preventing incidents.
Provide ongoing, timely updates on product and service interruption issues to management and stakeholders.
Aim to reduce the number of incidents escalated to Subject Matter Experts by improving processes, procedures, knowledge, and skills.
Investigate underlying causes of real or potential anomalies in IT services.
Select, develop, and retain a high-performing team while championing a culture of employee engagement within the team and across regions.
Act as a key point of escalation for any related issues that arise, working with relevant stakeholders where necessary.
Ensure the service desk team adheres to key performance indicators (KPIs) such as First Contact Resolution (FCR), Response and Resolution Service Level Agreements (SLAs), and ticket quality.
Adopt a "drive my team like it's my own business" approach, fostering ownership, accountability, and a high level of commitment within the team.

Requirements

Significant experience within the IT services sector and leading teams of technical staff
A demonstrated capability in staff development
A demonstrated customer focus
A demonstrated capability in engaging and communicating with senior management stakeholders
A demonstrated ability in continuous improvement ideally with previous experience with improvement models such as Lean Six Sigma or Kepner Tregoe
Experience with incident, change or problem management processes
Business fluency in English
ITIL Foundation certification
Strong analytical skills
Understanding of the impact of technology on the business
Basic knowledge of network and server infrastructure
Well organized, ability to multitask and prioritize
Self-driven, Self-starter

What We Offer

Private life and health insurance for you and your family.
Four weeks per year to work from anywhere for eligible employees.
Gym reimbursement.
Company bus lines for convenient transportation applicable for employees Malaga based.
Relocation package for you and your family including soft-landing package services to help you settle in (applicable for relocation to Malaga, if you are moving from a different city/country)
Learning Pocket for personal development.
A hybrid working model with flexible hours.
3 volunteering paid days each year.
Generous referral programme.
Workplace perks such as gaming room with darts, pool, ping pong table, foosball, consoles and much more We also enjoy massages and a kitchen stocked with coffee, fruits, nuts and ice cream.

About The Workshop

We value creativity and innovation from our diverse team. The Workshop welcomes candidates of all genders, orientations, disabilities, races, ages, nationalities, and beliefs. Great ideas come from great people who thrive on being empowered to improve our products and processes
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