The Service Team Lead role sits within our Service Team and reports to the Service Manager.
As a Service Team Lead, you will understand the demands of the position, be a champion of our vision and values, support team members and deliver outstanding customer service to internal and external stakeholders. This role is expected to achieve Service KPI’s and provide ownership and accountability for our managed services with exceptional communication from start to finish. This role will be expected to provide leadership, support, training and mentoring to the service team.
Service Operations
- Management assistance of all service desk staff.
- Ownership of problem and incident management both major and regular.
- Employing ITIL methodologies to execute the work at the appropriate support level.
- Working with the operations group to facilitate change management and technical escalations.
Strategy and Management
- Provide data and reporting of KPI’s and trends to key stakeholders in ad-hoc, weekly, monthly and as needed.
- Practicing commercial awareness in order to enable improvements to efficiency in both customer contracts and staff performance.
- Analysing existing operations and recommending improvements.
- Collaborating with management to identify, recommend, implement, and support cost-effective technology solutions for all aspects of the organization.
Management and Leadership
- Manage the service team and provide consistent support, accountability and guidance.
- Manage WHS for Service team, including travel plans, auditing, and documentation.
