Team Lead, Service Desk

As the Team Lead at the Service Desk, your key responsibilities include overseeing the daily operations of the service desk, adhering to performance metrics, and managing ITSM ticket tools. You'll provide coaching and training to associates, analyze performance data to identify areas for improvement, and act as a liaison between customers and the service desk team to enhance satisfaction. Additionally, involvement in team training sessions and collaboration with functional leads is essential to drive continuous improvement and quality assurance.

For the Team Lead role at the Service Desk, it's preferred to have 4 years of college education or equivalent experience in a service desk environment. Specialized skills in service desk support, along with certifications such as IT Service Management (ITSMv3) and Microsoft Certified Systems Engineer (MCSE), will boost your candidacy. Additionally, strong interpersonal skills, leadership capabilities, and effective communication abilities are crucial for success in this position.

Training for the Service Desk Team Lead involves comprehensive onboarding experiences that cover service desk procedures, performance management, and customer service excellence. You’ll also partake in ongoing training sessions for new technology deployments and refresher courses to enhance your skills and those of your team. This ensures that you are well-equipped to lead your associates effectively and foster continuous growth.

In the Service Desk Team Lead role, you are the point of contact for escalated issues. It involves actively listening to customer concerns, analyzing the situation, determining effective resolutions, and ensuring communication is clear. You'll work with team members to address any unresolved incidents and collaborate with interdepartmental teams to facilitate the best possible outcomes for all stakeholders.

The typical work schedule for the Service Desk Team Lead is Monday to Friday, from 12:00 PM to 10:00 PM CT. During Daylight Savings Time, the schedule shifts an hour ahead from November to March. The role also involves a hybrid working model, with required office attendance on Tuesday, Wednesday, and Thursday at our location in Heredia.

When discussing your leadership style, focus on being adaptable and supportive. Share examples of how you motivate and guide your team while promoting professional growth and learning. Highlight your approach in giving constructive feedback and facilitating open communication among team members.

To ensure team performance adherence, I emphasize regular performance reviews, set clear expectations, and utilize metrics to track progress. I prioritize one-on-one check-ins to discuss individual performance and areas for improvement, fostering accountability while providing the necessary support for success.

When handling customer complaints, I always start by actively listening to their concerns. Once I gather all necessary information, I assure the customer that their issue is a priority. I take ownership of the problem and follow up diligently while keeping the customer informed throughout the resolution process until their satisfaction is achieved.

In a previous role, I identified a bottleneck in ticket resolution times. I analyzed the workflow, proposed adjustments, and implemented a new tracking system which streamlined communication, leading to a 30% reduction in resolution time. Sharing such experiences demonstrates your proactive approach to problem-solving.

I ensure the team stays updated by organizing regular training sessions and workshops whenever new technology is deployed. I also encourage sharing knowledge through collaborative documentation and mentoring, which keeps everyone informed and promotes a culture of continuous learning.

To motivate my team, I focus on recognizing and celebrating achievements, no matter how small. I also establish a supportive environment where team members feel valued and encouraged to share ideas. Regular team-building activities and providing growth opportunities are key strategies I utilize.

Prioritization involves assessing each task based on urgency and impact. I often use project management tools to create clear timelines and goals. I communicate expectations with my team, ensuring everyone is aligned on priorities and deadlines, thus promoting efficient workflow.

Essential skills for a Service Desk Team Lead include strong communication, problem-solving capabilities, and leadership. A profound understanding of IT services and customer care is crucial, alongside the ability to effectively analyze performance metrics and implement necessary changes for improvement.

Handling conflict within a team requires a delicate balance. I believe in addressing issues directly with the involved parties in a private setting to facilitate open dialogue. Emphasizing understanding, I guide them toward finding common ground and a mutually beneficial resolution.

My approach to performance management is continuous rather than annual reviews. I set clear expectations, conduct regular feedback sessions, and focus on individual development plans. By fostering an environment of open communication, I ensure that team members understand their roles in achieving our collective goals.