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Service Desk Lead Engineer
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About Sportserve
Sportserve is a leading provider of sports betting and technology solutions, part of a global group of companies focused on delivering exceptional sports betting experiences and casino products worldwide.
We pride ourselves on having a diverse and international culture that values innovation, collaboration, and customer satisfaction.
Job Summary
We are seeking a highly skilled Service Desk Lead Engineer to join our global Technology team. As a key member of our Service Desk team, you will be responsible for managing, developing, and supporting our Enterprise Service Desk operations.
Key Responsibilities
- Team Leadership: Line manage engineers in the team, responsible for their career development, well-being, and performance.
- Technical Leadership: Provide guidance and leadership across the Service Desk team, motivating and driving the team with technical expertise and best practice techniques.
- Technical Assurance: Lead the Service Desk team in ensuring technical assurance in significant projects, delivering quality technical deliverables.
- Process Development: Develop, implement, and continuously improve IT Operations processes concerning Incidents, Problems, Events, Service Requests, and Changes.
- Quality Improvement: Measure and drive delivery and quality improvements through the capture and analysis of metrics.
- Collaboration: Work with technology teams to produce and maintain standards, guidelines, and pattern catalogues.
- Best Practice: Work with Engineering management to drive through best practice, techniques, and technology within the team and across the company.
- Post-Incident Reviews: Participate in post-incident reviews relating to end-user incidents and problems, identifying enhancements and optimizations to improve user experience.
- Culture Development: Foster a culture of open exchange of ideas, innovation, and continuous improvements.
Requirements
We are looking for a strong advocate for non-functionals, with a passion for delivering exceptional customer experiences.
