Sr. Service Desk Team Leader

About the role

We are seeking a highly motivated and detail-oriented Service Desk Senior Team Leader to oversee our service desk operations. The ideal candidate will have a proven track record of managing teams in a fast-paced environment and a deep understanding of data analysis, reporting, and operational efficiency.

Responsibilities

• Develop and maintain operations reports, including but not limited to Performance Dashboards, Volume and SLA Report, Agent Scorecards, and Performance Gap Analysis to provide assessment of delivery and quality performance.
• Perform detailed analysis by creating reports, charts, and graphs to support business operations, highlighting production and quality variances from the standard.
• Monitor, analyze, and report on key performance indicators (KPIs) to identify trends, areas for improvement, and ensure adherence to quality standards.
• Provide weekly management reports, summarizing operational performance, areas of concern, and progress on key initiatives.
• Deliver work according to set timelines, managing tight deadlines while working on multiple, simultaneous tasks. Flexibility to work on a shifting basis and willingness to work extra hours as necessary.
• Coordinate with other departments to ensure a seamless operation and efficient resolution of cross-functional issues.
• Seek assistance and guidance from your Service Delivery Manager when necessary, while also being proactive in identifying solutions to operational challenges.
• Act as a key interface between the client and our organization, ensuring excellent communication and service delivery.
• Recommend and implement changes to operational processes and practices to improve efficiency and service quality.
• Lead and manage projects, driving initiatives to completion and achieving project objectives.
• Carry out other related functions as may be assigned from time to time, demonstrating flexibility and a willingness to adapt to changing business needs.
• Abide by company policies and rules, maintaining a professional demeanor at all times.

Requirements

• Proven experience in a leadership role within a service desk or similar operational environment.
• Strong analytical skills, with experience in developing reports, charts, and graphs to support business decisions.
• Excellent organizational skills, with the ability to manage multiple tasks simultaneously and meet tight deadlines.
• Strong communication and interpersonal skills, with the ability to coordinate across departments and interact effectively with clients and team members.
• Flexibility to work in shifts and extend working hours as needed to meet business requirements.
• Demonstrated ability to lead and manage projects, driving them from inception to completion.
• Commitment to continuous improvement and excellence in service delivery.
• Professional demeanor, adhering to company policies and demonstrating a high level of integrity and professionalism.