Senior Team Lead, Managed Services Client Service Desk

Responsibility for the operational management of a team of service desk employees, ensuring client satisfaction through effective daily operations and continuous improvement.

Responsibilities

• Manage a team of service desk agents, including resource allocation, attendance, KPI achievement, and planning activities.
• Process tickets or calls logged at the service desk, ensuring accurate registration, categorization, and prioritization.
• Diagnose incidents, determine their root causes, and implement corrective actions.
• Handle escalated incidents, ensure satisfactory resolution, and confirm user/client agreement before closing.
• Log relevant actions to enable tracking and maintain incident documentation.
• Monitor team performance, identify training or coaching requirements, and lead daily huddles to address performance gaps.
• Recommend improvements to c...