Job details
- Manage and provide effective guidance to a team of 15-20 Service Desk Engineers, delivering L1 IT support from head office and remotely
- Create an inspiring, motivational team environment with an open communication culture
- Monitor individual engineer performance against KPIs and agreed metrics
- Guide team members in meaningful professional development and encourage growth through mentorship and training
- Act as an escalation point and technical advisor in the diagnosis of problems, determining and implementing appropriate solutions, and guiding and/or communicating problem resolutions to customers
- Manage the knowledge base and ensure KB articles are kept relevant and up to date
- Monitor and ensure adherence to service level agreements and contractual obligations to our client(s)
- Conduct reporting to detect trends, repeat incidents and common issues; identifying and recommending ongoing service improvements
- Liaise directly with internal and external stakeholders on matters related to delivery of IT Service Desk to our client(s)
- At least 2 years’ experience as a Service Desk Team Leader
- Management certifications highly regarded
- Experience with managing geographically diverse teams highly regarded
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'https://jobs.laimoon.com/', 'themeUrl' => 'https://jobs.laimoon.com/', 'siteUrl' => 'https://jobs.laimoon.com/', 'staticUrl' => 'https://cdn.laimoon.com/jobs/', 'langCode' => 'en', 'pageScripts' => array( (int) 0 => 'page_script' ), 'pageName' => 'externalview', 'courseUrl' => 'https://courses.laimoon.com/', 'onlineCourses' => array(), 'job' => array( 'Job' => array( 'id' => '43441534', 'contact_id' => '3773199', 'recruiter_id' => '74726', 'job_function_id' => null, 'title' => 'Service Desk Lead', 'vacancies' => null, 'job_type_id' => null, 'description' => null, 'pay_status' => 'Free', 'external_job_description' => '<ul><li> Manage and provide effective guidance to a team of 15-20 Service Desk Engineers, delivering L1 IT support from head office and remotely </li><li> Create an inspiring, motivational team environment with an open communication culture </li><li> Monitor individual engineer performance against KPIs and agreed metrics </li><li> Guide team members in meaningful professional development and encourage growth through mentorship and training </li><li> Act as an escalation point and technical advisor in the diagnosis of problems, determining and implementing appropriate solutions, and guiding and/or communicating problem resolutions to customers </li><li> Manage the knowledge base and ensure KB articles are kept relevant and up to date </li><li> Monitor and ensure adherence to service level agreements and contractual obligations to our client(s) </li><li> Conduct reporting to detect trends, repeat incidents and common issues; identifying and recommending ongoing service improvements </li><li> Liaise directly with internal and external stakeholders on matters related to delivery of IT Service Desk to our client(s) </li></ul><p><b> Qualifications: </b></p><ul><li> At least 2 years’ experience as a Service Desk Team Leader </li><li> Management certifications highly regarded </li><li> Experience with managing geographically diverse teams highly regarded </li></ul><p> When you join Capgemini, you don’t just start a new job. 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Service Desk Lead at Capgemini. Please apply or share https://jobs.laimoon.com/jobs/externalview/43441534' $emailText = 'Hiring now! Service Desk Lead at Capgemini. 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Hiring company
Capgemini
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