IT Service Desk Team Leader at Alternate Doors
Our Client is an IT Company Currently recruiting an IT Service Desk Team Leader.
Key Accountabilities
Role Description: This is a leadership role. The team leader will be a people manager to the IT service desk team. The team leader will be responsible for all the KPI’s of the team and should be able to do look at least 1 year ahead for the team.
Key Accountabilities
- Understand and keep track of key team KPI’s.
- Manage dips in performance with adequate reinforcement plans proactively.
- Monitors, coordinates and supervises the daily activities of the staff in the operations team.
- Manage staffing and scheduling.
- Manage induction for new team members.
- People management and associated responsibilities like performance and development management.
- Manage relationships of the key interfaces of the team
- Able to plan long term improvements, looking at least 1 year ahead
- Understanding of processes run by team and ability to bring in improvements and efficiencies within the team.
- Able to conceive and implement productivity improvements within operations.
- Manage escalations across the IT service desk m.
- Generate periodical reports for IT Services Manager
- Constant monitoring of contract scope and ensuring that any new projects are tracked and either absorbed into the exiting profiles or creation of new scope/profiles.
Primary Skills
- IT Service Delivery
Must to Have:
- Very good people management skills, should have experience in previous roles.
- Very good communication skills, should have managed services across geographies.
- Ability to drive initiatives in the team with creativity and a long term vision.
- ITIL understanding, experience of dealing with process improvements.
- Having a proven track record.
- ITIL foundation certification.
- Good understanding of End User IT Infrastructure, challenges and common work around
Experience
- Experience in hiring and building small to mid-sized teams.
- Experience in managing technical teams.
- Experience in handling a high volume operations teams.
Educational Qualifications
- BSc. Computer Science or Related
- ITIL Certification
- Microsoft Certification/Cisco Certifications
- 3-5 years of experience as Team Lead/Manager
If you feel you fit the above role, please send your CV only quoting the job title on the email subject to jobs@alternatedoors.co.ke
N.B: We do not charge any fee for receiving your CV in our database nor for interviewing.
Only candidates short-listed for interview will be contacted.
