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.