Service Desk Team Lead

As a Team Lead, you are the focal contact for the team. You will be responsible for the day-to-day activities, performance, customer satisfaction, line management and continual service improvement of the Service Desk Analyst's. You will provide flexible support on a 24x7x365 Service Desk. Responsibilities: Team Management

• Lead a team of service desk analysts, ensuring consistent performance and professional growth

• Lead service desk operations on a day-to-day basis

• Support individual personal development plans as well as identify skill gaps and bridge knowledge gaps to support development and service effectiveness

• Conduct regular 1:1s, team meetings and performance evaluations, fostering a culture of accountability, learning and continuous improvement

• Monitor and manage daily team workload and ticket queues to ensure balanced distribution and efficient resolution

• Manage team schedules, shift coverage, and ensure adequate staffing for business continuity

• Responsible for the recruitment and onboarding of new team members

• Maintain the onboarding and training plan for new starters and existing team

• Promote and demonstrate a culture of continuous improvement within the Service Desk by actively identifying opportunities of enhancement. Ensure that both internal teams within Bell and customers have a positive experience with the Service Desk every time Service Delivery

• Oversee end-to-end ticket lifecycle management including logging, triage, assignment, escalation, resolution, and closure

• Ensure service levels (SLAs) and customer satisfaction targets are met or exceeded

• Maintain accurate records of team activities, support issues and performance statistics

• Oversee all incoming service desk requests (incidents, service requests, problems) to ensure timely and accurate handling Reporting

• Monitor and report on key performance indicators (KPIs)

• Provide regular reports and dashboards to management, identifying trends, gaps and improvement areas

• Set team and individual performance objectives alignment with organisation and department goals

• Ensure outages are created correctly and any associated processes are followed such as informing the customer or making Front End Message (FEM) live on the System

• Conduct regular reviews of service desk activities such as quality checks to identify areas for improvement to enhance service

• Create and review procedures, documentation, and knowledge articles

• Communicate new processes and procedures to the service desk team

• Produce reports (both defined and ad hoc) in timeframes as required

Do you have experience in VPN?, * Immediately aligns with Bell Values

• Demonstrate professionalism and inspire confidence when working with the team and senior management, both on the phone and face to face
• Self-starter and problem solver - able to work independently using your own initiative but also a strong dependable team player
• Articulate in both verbal and written communication (to both technical and non-technical audiences), including the ability to produce clear technical documentation
• Professional/flexible approach to work; ensuring punctuality and diligence with the aim to provide our customers with the best possible service
• Willingness to learn quickly and adaptable as the situation requires
• Disciplined prioritisation, time management and scheduling abilities both for projects and individual tasks
• Strong attention to detail and accuracy
• Able to influence others to achieve set goals
• Strong emphasis on delivering an excellent customer experience, while working under pressure
• Have the ability to work under pressure in a fast-paced environment and ensure agreed targets are metAbility to learn new skills while following agreed operating procedures
• Have a logical approach to problem solving Experience

• +5 years in a service desk or IT support environment, with previous experience in a leadership or supervisory role
• Proficiency in service management tools (e.g, ServiceNow or other equivalent ITSM platforms)
• Experience adhering and working towards agreed SLAs and KPIs
• Able to demonstrate experience delivering exceptional customer service
• Experience following processes with a level of experience documenting processes and operational procedures
• Working knowledge and understanding of Microsoft 365 including Outlook, Teams, OneDrive and SharePoint
• Basic understanding of Active Directory, password resets and account management
• Foundational knowledge of Microsoft Azure, including user and group administration in Azure Active Directory (Entra ID), conditional access awareness, and familiarity with cloud-based identity and access management
• Awareness of Citrix environments, including basic connectivity troubleshooting, understanding of virtual desktop/application delivery, and user session support
• Awareness of network fundamentals, including connectivity, VPNs and wireless troubleshooting
• General understanding of IT Infrastructure, Data, Voice (Teams), Security and Systems
• Understanding of ITIL fundamentals
• Ability to work on your own initiative as well as part of a wider team