Global Service Desk Team Leader

5 months ago

Johannesburg, South Africa Inspired Full time

Inspired Education is the leading global group of premium schools, with a portfolio of over 100 premium private schools spanning six continents which utilise proven educational practices from every corner of the globe, ensuring over 80,000 students receive a world-class learning experience from Kindergarten to Year 13. In addition, we are delighted to be recognised in the top 10 highest value private companies in the UK by Beauhurst.

In over 24 countries, Inspired schools are individually developed and anchored in the vibrant cultures of their respective locations. They collectively form an international family of schools that nurtures each student's academic and personal development in a progressive, dynamic, and innovative learning environment.

By joining our award-winning team of over 12,000 employees, you can work in state-of-the-art facilities alongside industry-renowned educators and leaders in some of the world's most desirable locations. We invest heavily in our team members who enjoy industry-leading professional development, exceptional career opportunities, and mobility across our group.
- OUR TEAMThe role of Global Service Desk Team Lead is pivotal to the efficient and effective oversight of the daily operations of a team of service desk professionals who offer support to a diverse global user base spread across multiple regions, time zones, cultures, and languages. This involves ensuring user satisfaction, fostering continuous enhancements, and delivering support across the Inspired Education’s Technology estate. Reporting to the Global Service Desk Manager, the primary focus of this role is to lead a team with varying skills and abilities at the service desk, providing direction, assistance, and mentorship to ensure the delivery of outstanding support services.

The overall purpose of the role is oversight of service desk operations, including resource allocation, KPI achievement, and daily/weekly/monthly activity planning.

**ROLE SUMMARY**:
**_ Leadership and Supervision:_**
- Lead and manage a team of Service Desk staff, including training, and performance evaluation.
- Provide ongoing coaching, mentorship, and support to team members to foster their professional growth and development.
- Set clear goals and expectations for the team and ensure they are aligned with Inspired Education’s objectives.
- Monitor team performance and provide feedback to individuals to drive continuous improvement.
- Address non-compliance and process deviations immediately to ensure consistent and efficient service delivery.
- Foster a culture and pride in service excellence, honesty and comradery.

**_Operational Efficiency:_**
- Work closely with the Global Service Desk Manager to develop and implement strategies to optimize team efficiency and productivity.
- Identify areas for process improvement and implement solutions to streamline workflows and enhance operational efficiency.
- Ensure adherence to company policies, procedures, and quality standards in all user and colleague interactions.

**KEY RESPONSIBILITIES**:
**_ Communication and Collaboration:_**
- Serve as a liaison between the Global Service Desk, other departments within Inspired Education and Vendors to facilitate cross-functional collaboration and problem-solving.
- Foster a positive and collaborative team environment, promoting open communication, teamwork, and mutual respect.

**_Incident management_**
- Monitor service metrics (such as response time, resolution time, customer satisfaction scores) and take corrective actions as needed.
- Investigate and resolve reported faults, escalating as per protocol.
- Monitor backlog and facilitate prompt ticket resolution.
- Personally oversee the escalation of incidents (P1’s & P2’s), expediting problems to relevant teams, and ensuring the well-defined communication strategy is implemented and adhered to.
- Document, manage and communicate knowledge articles, processes and changes as and when required.

**_Customer Service Excellence:_**
- Ensure that the Global Service Desk delivers prompt, courteous, and effective responses to user inquiries and issues via the implemented channels.
- Identify opportunities to improve service processes, procedures, and systems to enhance the overall user’s experience.

**WHAT WE'RE LOOKING FOR**

**_ Reporting and Administration:_**
- Generate**_ _**regular reports on team performance metrics, trends, and key insights for management review.
- Utilize feedback from users, stakeholders and team members to drive continuous improvement initiatives.

**_To excel in this role, the following qualities are necessary:_**
- Speak, read, and write English fluently.
- Fluency in other languages advantageous
- At minimum 4 years in a leadership or supervisory capacity in a Service desk environment.
- Strong problem-solving abilities and a customer-centric mindset.
- Ability to thrive in a fast-paced environment and effectively manage multiple priorities.

**_Qualific

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