We are currently expanding our team and are looking for a motivated and experienced Service Desk Team Leader.
Radius Technologies is one of Ireland’s leading companies in the IT, Cloud, Telecoms, and MSP marketplace, the company is entrepreneur-led and has ambitious plans to grow both organically and through acquisitions over the coming years.
Job Description – Service Desk Team Leader
Reporting To: Service Delivery Manager
Location: Head Office (Waterford)
The Service Desk Team Leader will provide leadership and supervision to a team of helpdesk members ensuring the team meets and exceeds operational KPIs and customer satisfaction metrics.
Key Tasks and Responsibilities
As a Service Desk Team Leader, your duties will include:
- Maintain performance against SLAs and produce team reports as required
- Maintain best practice standards across the team at all times and to assist in the creation of a positive working environment for colleagues within the department
- Work with internal teams on incident resolution and problem management
- Manage all team processes efficiently and effectively, including regular review, control checks & recommendations for improvement
- Conduct one-to-one meetings with staff, including performance reviews, probationary reviews, Return to Work interviews, absence, timekeeping review discussions, disciplinary meetings & performance improvement plan reviews
- Organise, prioritise & distribute tasks among team members
- Address any issues (e.g. quality, compliance, productivity, behaviour) that may arise on the team
- Provide support to the SDM on a day-to-day basis
- Lead, coach, mentor and develop team members
- Adhoc duties as requested
Essential Requirements
- Minimum 2 years people management experience
Desired requirements
- Prior experience in servicing the SME sector
- ICT industry experience
Competencies Required
- Customer Service – Putting the customer at the heart of all decision making ensuring quality care is always a priority
- Leadership – lead, mentor and develop the team to get the desired business outcomes
- Decision making – the ability to make decisions in a timely and effective manner utilising data to back up decisions
- Communications Skills – Strong written and verbal communication skills are essential to enable the individual to effectively communicate with all stakeholders
- Planning and Organisational Skills – The individual must have the ability to effectively plan, organise and prioritise tasks to ensure deadlines are achieved
- Attention to detail – continually checking work to ensure delivery of the highest quality
