Help Desk Team Leader Job Description
Job Description
[Suggest Edit]The help desk team leader ensures that the team is delivering great customer service, is meeting Service Level Agreements (SLAs) and is managing incident restoration. Meeting customer service expectations entails monitoring and reporting on performance metrics such as the number of calls received, the number of calls closed on first contact, the number of open calls and the number of open aged calls. These metrics are also common in SLA documents when service desk services are provided to a client.
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Duties
[Suggest Edit]- Drive the help desk team and instill a customer service culture that over delivers.
- Act as a technical escalation point for team members.
- Approve inter team escalations and oversee the incident to completion.
- Develop inter and intra team processes that promote efficiency and communications excellence.
- Oversee the prompt completion of breached SLA tickets.
- Track trouble ticket resolution metrics against SLAs.
- Promote processes that support the ITIL methodology, change management and risk management.
- Measure and report on service delivery performance metrics including customer satisfaction surveys and trouble ticket open, closed and breached statistics.
- Produce SLA exception reports and investigate the root cause of the SLA breach.
- Liaise with business units that have IT services demands to understand business drivers.
Key Competencies
[Suggest Edit]- Customer Service
- Planning & organizing
- Time management
- Managing Tasks
- Communications
Skills, Knowledge and Experience
Qualifications
| Employer Demand | Qualification |
|---|---|
| IT Certification (specific qual. not specified) | |
| ITIL | |
| Comptia A+ or Network+ | |
| Microsoft Office Specialist |
Salary
The following salary indicators were found for this role;
| Role | Roles Not Requesting a Degree | Roles Requesting a Degree | Top End |
|---|---|---|---|
| Salary | $50K-$60K | TBA | $60K |
| More salary details here. | |||
| More qualifications details here. | |||
| Contract Rates | TBA | N/A | |
Key Personal Attributes
[Suggest Edit]This position is well suited to personable characters with strong customer service skills and leadership skills.
Attraction to the Position
[Suggest Edit]Job candidates may be attracted to this position because it introduces management skills and experience whilst building on help desk career skills.
Staff Retention Strategies for Employers
[Suggest Edit]Employers may reduce staff turnover in this role by providing a communications path that enables technical help desk report issues to be addressed by project, engineering and architectural groups for long term solutions. Long term repetitive problems outside the technical scope of this role can cause additional pressure and morale to drop in a role that is already demanding by nature.
Advantage Alert
[Suggest Edit]Cerifications such as MCSE are more often requested for team leader roles than they are for regular help desk.
More Customer Service Job Descriptions here.
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