As a Service Desk Team Lead at Catena Media, you will be leading, mentoring, and developing a team of IT Administrators with the main responsibility of ensuring efficient IT support delivery, adherence to SLAs, and high user satisfaction.
YOUR CHALLENGE:
Manage, coach and develop the IT Service desk teamEnsure that an excellent IT Service Desk service is delivered to the companyDrive automation of repetitive tasks to enhance operational efficiency.Foster a culture of continuous improvement and accountability within the teamMonitor the effectiveness of IT Service desk making recommendations for improvements where appropriateAssist with the production of management information, including reporting SLA's and KPI’s.Ensure company devices are recorded and maintained in our Asset Management SystemAssist the Head of TechOps to define, implement, manage and maintain IT Administration Policies and SOPsProactively monitor CSAT within the IT Service desk and respond appropriately to business needsEnsure software upgrades are applied to workstationsEnsure that the support service the team provides meets the agreed SLAsMaintain the device lifecycle for all our procuredAct as an escalation point for complex or unresolved issues, reducing response and resolution times.Champion best practices and create frameworks to drive stable and scalable processesManage day-to-day operations to ensure smooth coordination and effective task delegationAny other ad hoc job-related duties as requiredLeadership and team management responsibilities:
Managing team performance effectively through the practicing of ongoing performance management, including conducting performance reviews and regular 1-1 meetingsLeading by example by delivering positive results and being a visible Catena ambassadorCommunicating effectively and ensures information is delivered in a clear and timely mannerTaking ownership of recruitment and selection for your team by working closely with HR and TA teamsEnabling team and individual growth from induction stage to ongoing learning and developmentAny other adhoc tasks which may be assigned by management from time to timeTO DO IT, YOU WILL NEED:
Self-motivated, team player and a positive attitude with excelled communication skillsStrong analytical skills to troubleshoot complex issues.Ability to multi-task and adhere to deadlines with keen attention to detailA quick learner and able to rapidly adapt to a dynamic business environment3+ years experience in service desk or technical support roles, with at least 1-2 years in a supervisory or leadership position.Hands-on experience with ITSM tools such as Jira Service ManagementStrong understanding of ITIL processes and frameworks.Proficiency in troubleshooting hardware, software, and network issues.Experience managing 3rd-party vendors or service providers is highly desirable.
