Description

As a Service Desk Team Lead at Catena Media, you will be leading, mentoring, and developing a team of IT Administrators with the main responsibility of ensuring efficient IT support delivery, adherence to SLAs, and high user satisfaction.

YOUR CHALLENGE:

Manage, coach and develop the IT Service desk team
Ensure that an excellent IT Service Desk service is delivered to the company
Drive automation of repetitive tasks to enhance operational efficiency.
Foster a culture of continuous improvement and accountability within the team
Monitor the effectiveness of IT Service desk making recommendations for improvements where appropriate
Assist with the production of management information, including reporting SLA's and KPI’s.
Ensure company devices are recorded and maintained in our Asset Management System
Assist the Head of TechOps to define, implement, manage and maintain IT Administration Policies and SOPs
Proactively monitor CSAT within the IT Service desk and respond appropriately to business needs
Ensure software upgrades are applied to workstations
Ensure that the support service the team provides meets the agreed SLAs
Maintain the device lifecycle for all our procured
Act as an escalation point for complex or unresolved issues, reducing response and resolution times.
Champion best practices and create frameworks to drive stable and scalable processes
Manage day-to-day operations to ensure smooth coordination and effective task delegation
Any other ad hoc job-related duties as required

Leadership and team management responsibilities:

Managing team performance effectively through the practicing of ongoing performance management, including conducting performance reviews and regular 1-1 meetings
Leading by example by delivering positive results and being a visible Catena ambassador
Communicating effectively and ensures information is delivered in a clear and timely manner
Taking ownership of recruitment and selection for your team by working closely with HR and TA teams
Enabling team and individual growth from induction stage to ongoing learning and development
Any other adhoc tasks which may be assigned by management from time to time

TO DO IT, YOU WILL NEED:

Self-motivated, team player and a positive attitude with excelled communication skills
Strong analytical skills to troubleshoot complex issues.
Ability to multi-task and adhere to deadlines with keen attention to detail
A quick learner and able to rapidly adapt to a dynamic business environment
3+ years experience in service desk or technical support roles, with at least 1-2 years in a supervisory or leadership position.
Hands-on experience with ITSM tools such as Jira Service Management
Strong understanding of ITIL processes and frameworks.
Proficiency in troubleshooting hardware, software, and network issues.
Experience managing 3rd-party vendors or service providers is highly desirable.

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Service Desk Team Lead