Service Desk Team Lead

As the Service Desk Team Lead / Technical Support Manager, you will be responsible for leading and coaching the 1st Line Helpdesk Team to deliver an excellent support experience to our clients. Your duties will include: - Leading from the front by providing clear direction for the Helpdesk, setting and measuring appropriate KPIs and OLAs to drive positive outcomes for customers. - Being a role model, demonstrating what good support looks like, and promoting the right behaviors within the team. - Maintaining a dynamic, positive, and enthusiastic leadership style while ensuring focus and structure in your work. - Promoting a customer-centric focus and coaching your team on best customer support practices. - Inspiring your team, building morale, and promoting our company culture and core values. - Establishing trust and fostering an inclusive and fair working environment. - Ensuring accountability, urgency, and accuracy in team operations. - Being a visible leader and representing the team in company stand-ups. - Organizing regular team meetings and visiting client sites to enhance team connectivity. - Line managing a team of 1st Line Service Desk Engineers and ensuring a responsive service. - Providing support in resolving infrastructure and desktop technical issues. - Working with the Head of Support Services to identify and address any skills gaps. - Planning and performing regular one-on-one meetings to invest in your team's development. - Fostering a virtual workplace community through regular team check-ins and promoting well-being. - Producing internal performance reports and participating in the OOH Management Team. - Handling client complaints and escalations with consistent communication.