Service Desk Team Lead

Full time Leadership Technology

Job Description

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 team
    • Ensure that an excellent IT Service Desk service is delivered to the company
    • Drive automation of repetitive tasks to enhance operational efficiency.
    • Foster a culture of continuous improvement and accountability within the team
    • Monitor the effectiveness of IT Service desk making recommendations for improvements where appropriate
    • Assist with the production of management information, including reporting SLA's and KPI’s.
    • Ensure company devices are recorded and maintained in our Asset Management System
    • Assist the Head of TechOps to define, implement, manage and maintain IT Administration Policies and SOPs
    • Proactively monitor CSAT within the IT Service desk and respond appropriately to business needs
    • Ensure software upgrades are applied to workstations
    • Ensure that the support service the team provides meets the agreed SLAs
    • Maintain the device lifecycle for all our procured
    • Act 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 processes
    • Manage day-to-day operations to ensure smooth coordination and effective task delegation
    • Any other ad hoc job-related duties as required

Leadership and team management responsibilities:

    • Managing team performance effectively through the practicing of ongoing performance management, including conducting performance reviews and regular 1-1 meetings
    • Leading by example by delivering positive results and being a visible Catena ambassador
    • Communicating effectively and ensures information is delivered in a clear and timely manner
    • Taking ownership of recruitment and selection for your team by working closely with HR and TA teams
    • Enabling team and individual growth from induction stage to ongoing learning and development
    • Any other adhoc tasks which may be assigned by management from time to time

TO DO IT, YOU WILL NEED:

    • Self-motivated, team player and a positive attitude with excelled communication skills
    • Strong analytical skills to troubleshoot complex issues.
    • Ability to multi-task and adhere to deadlines with keen attention to detail
    • A quick learner and able to rapidly adapt to a dynamic business environment
    • 3+ 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 Management
    • Strong 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.