Service Desk Team Lead

The client is a specialist solutions provider with over 23 years of experience in managing and optimizing messaging, communications and collaboration technologies. Our services help drive down costs, increase IT efficiencies, minimize risk, and provide our clients with a competitive edge.

This client facing role requires problem solving capabilities for incidents logged by clients and/or alerts from infrastructure monitoring. The role requires attention to detail, adherence to quality standards, time management and is target oriented to deliver against agreed KPIs and customer service level agreements.

In addition to being able to assist on tickets (level 2), the primary responsibilities for the team lead would be:

1. Manage the team (including holiday/sickness cover)
2. Ensure adherence to shift rota to cover the London handover
3. Liaise with the first line team (based in Sydney) that take the initial calls (via phone) or incidents (via email) and log the tickets onto our ITSM system
4. Oversight of the queues, ensuring tickets are picked up within SLA
5. Monitor the incoming ‘overflow’ of telephone support calls (should the level 1 team not be able to answer the calls for some reason)
6. Ad hoc ‘quality assurance’ on the communication to the customer and check for timely updates
7. Communicate with customers on important tickets e.g. P1 that need additional communication over and above that of the assigned analyst (effectively acting as the customer’s service delivery manager)
8. Escalation into Microsoft when cases are not being progressed within Microsoft in a timely manner
9. Weekly reviews with the Service Desk Manager (based in the UK) with respect to staff performance and customer support contract updates.
   
   

Key Responsibilities

• Ensure SLAs and KPIs are achieved by taking ownership and responsibility for cases that come into the SMC in a 24x7 support environment
• Monitor queues for incoming alerts and incidents
• Work in collaboration with other members of the team to ensure speedy resolution of client issues
• Take ownership of cases escalated to Microsoft, managing comms between customer and vendor. Setting up troubleshooting calls. Taking detailed case notes and accurately logging time into the system.
• Participate in the various roles needed during client facing escalations and in post incident reviews / lessons learnt activities.
• Provide reactive and proactive patching services including risk assessment, scheduling and customer change management procedures
• Work closely with the Technical Escalation and Service Delivery teams with respect root cause analysis, escalations and reports
• Manage escalations to (and work with) vendors
• Participate in a regular audit process, to ensure that all of the client's organizational compliance requirements and standards are adhered to and governance is in place for continuous improvement.
• Mentoring and knowledge sharing within the team
• Creation of configuration documentation

Mandatory experience

1. Several years of experience in IT industry with respect to infrastructure and application support background, including knowledge of:

• Active Directory
• Azure Active Directory Premium (MFA, Conditional Access, Licensing)
• Windows Server Admin(2012 or later)
• Exchange server admin(2016 or later)
• M365–Exchange online, ODfB
• Teams
• Microsoft Endpoint Manager(Microsoft Intune/EM&S)
• Azure IaaS(RI,HUB
  

2. Customer Focus

• Understand a range of different customer environments
• Communicate with customers at various levels of an organisation
• Able to troubleshoot and resolve complex issues
• Identify problems and evaluate alternative solution

3. Good knowledge of the tools and applications (or equivalent) being used internally

• ServiceDesk, Monitoring Reporting/Tool
  

Experience of the following would be advantageous

• Microsoft Defender for Endpoint
• Microsoft Information Protection
• SharePoint Online
• Azure Virtual Desktop
• SCCM
• Mimecast
• Netskope
• VMWare
• SolarWinds: N-Able

General

• Be an active member of the team that drives team performance and quality
• Self-motivated, but also able to ask for help, as needed, from within the team and outside the teams for successful case resolution.
• Good numeracy skills and exceptional communication skills
• Analytical: great attention to detail to ensure consistent improvement in the quality
• Work efficiently under pressure to tight deadlines
• Work cross-functionally to solve problems and implement changes
• Work collaboratively in a shared services environment

Customer Service & Relationship Management

• Exceed the expectations of internal and external clients through the quality of customer service, meeting their needs and demonstrating the added value of the service provided.
• Manage the client relationship in a way, which enables the business to gain maximum value from that relationship. Creates and sustains mutually beneficial relationships.
• Communicate clearly and concisely, both orally and in writing, using appropriate words and actions.
• Listen and demonstrate concern about the quality, impact and effectiveness of processes and communications.

Teamwork

• Contribute fully as a team member, working co-operatively and productively with others, openly exchanging information and supporting colleagues to achieve business goals.
• Demonstrate understanding of team roles and commitment to team decisions.

Continuous Improvement and Management of Change

• Adopt a total quality approach for self and others.
• React positively to change to improve performance.
• Tackle tasks creatively, evaluating options and adapting/testing out solutions.
• Seek and try new and better ways of managing tasks to solve problems and gain competitive advantage.

Planning & Control

• Achieve business goals by establishing priorities, actions and constraints in a logical sequence and checking progress against these plans, taking corrective action as required.
• Ensure that information is correctly processed and that work complies with relevant internal rules/procedures. Check work and correct mistakes promptly.
• Utilise expertise and experience to review and assist in the development and improvement of other reporting tasks and functions across the business when required
  

What's in it for you

• Base salary starts at Php 140K
  
• 25 days paid leave
• flexible work set up
• HMO & other government benefits