Team Leader - IT Service Desk

Life on the team

Team Leader in FLS’s shared service organization with IT Service Desk is responsible for overseeing the management of contracts and ensuring the efficient use of assets within the ServiceNow platform. You’ll get to work with some of the most talented and passionate people in the business and get exposure to leading edge technologies which will enable you to advance your skills.

What you’ll do

Team Leadership & Supervision:

• Lead a team of technical support specialists, ensuring that all service delivery goals, SLAs, and client requirements are met.

• Provide daily support and direction to team members, ensuring effective issue resolution and maintaining high levels of customer satisfaction.

• Foster a collaborative team environment, promoting knowledge sharing and professional development.

• Conduct regular performance reviews, set clear goals, and provide feedback for continuous improvement.

• Manage team workload, ensuring that tickets and tasks are distributed efficiently across the team.

Service Delivery & Support:

• Oversee the team's involvement in technical service operations, including device management, software deployment, and troubleshooting.

• Ensure that incidents, service requests, and changes are handled in compliance with internal processes and best practices.

• Collaborate with the Delivery Manager to monitor performance metrics and improve team efficiency.

Escalation Management:

• Act as the first point of escalation for technical issues, resolving complex problems and ensuring timely and effective solutions.

• Work closely with internal stakeholders to address escalations, mediate conflicts, and ensure smooth service delivery.

Ticket Management & Reporting:

• Ensure that service tickets are logged, tracked, and resolved in alignment with SLA targets.

• Monitor ticket queues, prioritize high-impact issues, and allocate resources effectively for ticket resolution.

• Support audits of service tickets, ensuring data accuracy and compliance with processes.

Resource & Skills Development:

• Ensure team members are properly trained in relevant tools (e.g., Intune, Jamf, Office 365, ServiceNow) and service delivery processes.

• Identify skill gaps and support ongoing training initiatives to improve team capabilities.

• Coordinate with the Delivery Manager to ensure the team is adequately resourced for peak demand periods.

Collaboration with Cross-functional Teams:

• Collaborate with internal teams (e.g., IT, operations, vendors) to ensure alignment and effective execution of technical solutions.

• Provide feedback to the Delivery Manager on team performance, challenges, and opportunities for process improvement.

Client Communication:

• Serve as a point of contact for clients when needed, ensuring that all technical issues are addressed in a timely and professional manner.

• Support the Delivery Manager in managing client relationships and expectations.

Performance Reporting:

• Assist in tracking team performance metrics, including service uptime, ticket resolution rates, and customer satisfaction.

• Provide regular updates on team performance, highlighting challenges and suggesting improvements.

What you’ll need

• Proficient in Microsoft Intune for device management, software deployment, and security configuration.

• Skilled in Jamf for Apple device management, including configuration, deployment, and security.

• Experience with ServiceNow for incident, service request, and change management.

• Office 365 Administration skills, including user management, license handling, and configuration.

• Solid understanding of Wintel environments, including Active Directory, Windows Server, and server management.

Management & Leadership:

• Strong leadership skills to manage and motivate a technical team, ensuring high-quality service delivery.

• Excellent communication skills for working with internal teams and clients.

• Ability to prioritize tasks, manage multiple responsibilities, and meet deadlines in a fast-paced environment.

Operational Excellence:

• Experience with ticketing systems and queue management, ensuring efficient handling and resolution of service tickets.

• Strong understanding of Resource Management to allocate appropriate resources for service delivery.

• Ability to conduct audits and ensure compliance with service delivery standards.

Problem Solving & Escalation Management:

• Strong troubleshooting skills for resolving complex technical issues.

• Ability to handle service escalations effectively, ensuring quick resolution while maintaining client satisfaction.