Service Delivery Team Lead
4 days ago
**Job Advert Summary**:
The Service Delivery Team Leader’s role is to motivate and guide the ICT Service Desk team in relation to service delivery and ensure that end users are receiving the appropriate assistance. This includes the responsibility of monitoring all procedures related to identification, prioritization, and resolution of incidents, including the tracking and coordination of Service Desk functions. The Service Delivery Team Leader is also responsible for operating the organization’s service desk according to best practices, while ensuring high levels of customer service quality and availability. This individual will assist in the development, implementation, and oversight of policies and procedures to ensure consistent service levels and appropriate resolutions.
**Minimum Requirements**:
**Essential**
- Minimum Grade 12.
- 2-5 years of experience working in a customer focused support environment.
- Demonstrated progressive experience in the monitoring and support of a service delivery team.
- Exceptional interpersonal skills, with a focus on listening and questioning skills.
- Solid relationship management and performance management skills.
- Strong customer service orientation.
**Desirable**
- Experience of ICT service management processes.
- Experience in service ownership.
- Ability to motivate and direct staff members and subordinates.
- Ability to present ideas in business-friendly and user-friendly language.
- Team-oriented and skilled in working within a collaborative environment.
- ITIL Qualifications.
**Duties and Responsibilities**:
- Liaise with business users on behalf of IT to ensure user satisfaction regarding incident resolution timeliness and effectiveness.
- Act as an escalation point for Service Desk Operators and Business Users for issues relating to the effective and efficient resolution of incidents and requests.
- Analyse performance of Service Desk activities and documented resolutions, identify problem areas, and advise the IT Operations Manager on options to deliver solutions to enhance quality of service and to prevent future problems.
- Propose potential training initiatives for new and existing First Level support staff, including recommendations regarding the development and implementation of service desk staff training procedures and policies.
- Monitor team effectiveness in actioning incoming calls to the Service Desk to ensure courteous, timely and effective resolution of end user issues.
- Advise options to improve handling and escalation policies and procedures.
- Track and analyse trends in Service Desk requests and generate statistical reports.
- Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency.
- Oversee development and communication of knowledge base articles, usage guides and FAQs for end users.
- Monitor and control the overall service desk activities.
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