SD Team Lead

We're looking for motivated, engaged people to help make everyone's journeys better.

Job Summary:

Service Desk Team lead - The role holder leads, motivates, and develops a team of Process Controllers, Service Desk Experts and Service Desk Agents to ensure delivery of Incident and Request for Service (standard Change) management to agreed levels of service.

Main Duties and Responsibilities:

People Management . Manages, motivates, and develops a small team of service desk employees, ensuring that the service levels constantly improve and contribute to growth in new business.

Customer Relations . Establishes relationships with middle to senior level customers and a range of managers across gategroup to deliver and enhance their service.

Risk Management . Establishes and manages risk for the team(s) technical skill levels and adequate resources to ensure that risks are mitigated, and problems resolved, in relation to meeting service levels.

Planning & Control . Resource allocation/scheduling to meet the demands of delivering a service managing changing priorities and issues. Uses strengths of team to achieve effective efficient delivery of service within SLA.
 

Business orientation . Anticipates the impact of business issues on own operation and takes appropriate action. Is responsible for monitoring and controlling service desk activity.

Service Delivery . Using strengths of team to achieve effective and efficient delivery of service. Ensure the delivery of services to meet SLAs as a minimum, always striving towards improvements, with impeccable service as the ultimate goal.

Tools Mastery . Ensure adherence to agreed strategic toolset, emphasizing the need for improved deployment and usage.

Qualifications and Education:
 

At least High school diploma or equivalent

IT related studies or previous IT Desk and incident management experience.

Key Performance Indicators:
 

Coaching and mentoring undertaken

Feedback from team and managers actioned
 

All performance management processes followed

Evidence of development planning for the team

Regular team meetings held to cascade local, business, and corporate updates

Builds relationships with other stakeholders

Customer feedback

All service levels met
 

Recognize where risk exists and communicate that risk to the appropriate channels

Manage all resourcing issues to deliver continuously improving services

Exhibit leadership in terms of proactivity and always thinking customer first

Identifies reasons and weaknesses in process and/or shortcomings in technical capability
 

Encourages the use of best practice across the team, including documenting and sharing with others

Work Experience:

Previous proven experience in the responsibilities described

At least 2 years previous experience in Leading the SD Team

Awareness to ITSM tools, SD telephony service management tools – experience,

Management reporting system software tools – experience

Service Desk and incident management experience

Utilizes technical skills to resolve end user incident and service request tickets for IT services and products

Ability to Support Incident resolution or workaround that can be retrieved from - Standard Operating Procedures and existing Known Errors or knowledge documents
 

Ability to perform multiple activities at the same time

Maintain and enforce operational procedures, as well as complete all necessary documentation

Technical Skills : (Certification, Licenses and Registration) 

Excellent computer skills, Knowledge of Microsoft Office suite
 

Extensive knowledge of the ITIL standards & practices

Knowledge in SD Ticketing system's (ServiceNow preferable)

Project leading experience being an asset

Skills in developing individuals, teams, and the business

Change Management, Network Support, Application Support experience - (preferable)

Client Services Management

Communication and other Skills

Fluency in English (B2 or higher)

Team Leading skills

Good communication skills and teamwork ability

Ability to problem solve and think critically

Ensure users have a good experience with Service Desk

Successful management and implementation of changes,

Successful production of documentation

If you want to be part of a team that helps make travel and culinary memories, join us