Job Summary:
We are seeking a seasoned Technical Team Leader to manage the daily operations of our Service Desk team, ensuring high-quality support delivery and efficient handling of incidents and requests.
Responsibilities:
* Monitor day-to-day activities and queues of calls and tickets to ensure timely response and resolution in line with SLAs
* Create and deliver weekly performance appraisals for staff, including quality checks and constructive feedback
* Conduct 3- and 6-month review meetings with team members to assess progress, performance, and development needs
* Manage and resolve user escalations and complaints, ensuring issues are handled promptly and professionally
* Participate in daily coordination meetings with other Team Leads to review operational impacts and priorities across the Centre of Excellence (COE)
* Attend weekly meetings with the Management Team to provide updates, share insights, and discuss service performance
* Take part in working groups with Management, contributing to service improvements, policy development, and process enhancements
* Create, maintain, and regularly update the Team Knowledge Base, ensuring accuracy and consistency of information
* Provide monthly feedback to staff on team structure, performance, and progress toward goals
* Identify trends and patterns in ticket data and team performance to drive service improvements and operational efficiency
* Conduct interviews and assessments for open roles, supporting recruitment and onboarding of new team members
Requirements:
* Proven experience in a technical support or service desk environment, ideally in a leadership or supervisory role
* Strong understanding of ITIL principles and service management best practices
* Excellent people management and coaching skills, with the ability to motivate and develop a high-performing team
* Demonstrated ability to prioritise workloads, manage incidents, and maintain SLA performance
* Strong analytical and problem-solving skills, with a focus on service quality and user satisfaction
* Excellent communication and interpersonal skills, with the ability to build strong relationships across teams and stakeholders
* Hands-on experience with incident, request, and change management tools (e.g. Service Now, Remedy, or similar)
* Solid technical knowledge of core IT infrastructure, including Windows OS, Microsoft 365, networking fundamentals, and remote support tools
* Proven ability to drive service improvements and contribute to process enhancements
* Ability to work effectively under pressure and during major incidents
Benefits:
* 30 days' annual leave per year along with public holidays