ESP Global Services are currently recruiting a Global Service Desk Team Leader to join our Dublin headquarters. We are a managed service provider for IT support and infrastructure solutions where we support clients worldwide 24/7. Reporting to the Global Service Desks Manager provide guidance, instruction, supervision and leadership to all members of a Service Desk Team to drive excellent service delivery to all customers.
Our service desk team in Dublin support over 250 customers globally, diagnosing and resolving issues with their software, hardware and service.
Working hours – Monday – Friday – 0900 – 1730
A snapshot of what you will be doing:
·Manage overall performance, productivity and workloads for the Service Desk team ensuring that all service levels are achieved/ exceeded and high levels of customer satisfaction are maintained
·Manage the day to day resource plan/ shift roster, to ensure that sufficient resources are available daily and balance tasks and duties across the team to achieve the most effective customer experience.
·Monitor the performance of the team to ensure members are following operational process for call and ticket management and identify and address any knowledge/ skill gaps
·Conduct monthly 1-1’s with the team and manage the annual performance management process for all team members against individual objectives
·Act as a role model and coach to support members of the team
·Assist the Global service Desks Manager in the implementation and delivery of new business or services ensuring a smooth transition and swift progress to a “steady” state
What are we looking for?
·Minimum of 1-year experience leading and managing a team in a Service Desk environment
·2-3 years managed Service Desk experience
·Strong knowledge and understanding of IT Service Management ticket systems
·Detailed, methodical and logical approach t problem solving
·Ability to digest data, analyse issues and devise and execute action or improvement plans
·Excellent written and verbal communication skills
To Apply: Please email CV and covering letter to [email protected]