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Home Online Service Desk Lead

Service Desk Lead

Full time at Capgemini in Online
Posted on May 2, 2024

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)
Qualifications:
  • At least 2 years’ experience as a Service Desk Team Leader
  • Management certifications highly regarded
  • Experience with managing geographically diverse teams highly regarded
When you join Capgemini, you don’t just start a new job. You become part of something bigger. Learn about how the recruitment process works – how to apply, where to follow your application, and next steps. To help you bring out the best of yourself during the interview process, we’ve got some great interview tips to share before the big day. #J-18808-Ljbffr

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