Service Desk Team Lead
Core
Leading and supporting a team of Service Desk Officers to deliver high-quality technical support and improve service processes.
Role type
Service Desk Team Lead
Builds
IT support services for a healthcare organization
Domain
Healthcare / IT Service Management
Deliverable
dashboards & analysis
Required skills
Team leadership, KPI management, process improvement, troubleshooting, stakeholder communication, documentation, performance coaching, priority management, technical service knowledge
Preferred skills
Healthcare IT experience, change management, advanced troubleshooting methodologies
Technologies
Computer systems, technology platforms, service management tools
Responsibilities
Manage Service Desk Officer performance against KPIs, provide leadership and guidance to the team, identify and support skills development opportunities, monitor service delivery and identify improvement opportunities, contribute to the development of service procedures and processes, investigate and resolve service issues, support the team in delivering excellent customer service
Seniority
Mid-Senior, hands-on IC with team management
