Service Desk Team Lead

 

PURPOSE 

The Service Desk Team Lead motivates, develops, and leads a team of 

Process Controllers, Service Desk Experts and Service Desk Agents to ensure 

delivery of Incident and Request management to agreed levels of service on 

a day-to-day basis.

Under the direction of the Service Desk Manager will ensure all Service Desk 

Services, Delivery commitments and Deliverables required under the 

Contractual Agreement are provided to the CLIENT in accordance with the 

Agreement. 

This includes managing and monitoring of XLAs/SLAs (Experience Level & 

Service Level Agreements), the ongoing management of Service Desk 

Operations to provide the agreed levels of service, and continually and 

proactively working to improve service delivery, value-add and meet 

sustainability targets. 

Reports to the Service Desk Manager

 

EXPERIENCE 

• 3-5 years of experience in a high-volume Service Desk

• 2-4 years of experience in a Service Desk leadership role in Managed 

Services 

• 3+ years of people and organizational leadership experience

 

KEY ACCOUNTABILITIES 

• Manages the Service Desk Team agents’ delivery to the customer 

contracted service commitments & continual service improvements 

driving development, effectiveness, and innovation. 

• Develops effective relationships with customer’s management team.

• Actively owns service risks & improves productivity for customers & 

Fujitsu to increase profitability (Fujitsu) & continually improve cost 

effectiveness (Fujitsu & customer). 

• In conjunction with the customer identifies & defines continuous 

service opportunities and manages deployment and acceptance into 

service (in conjunction with client).

• Proactively leads internal and external suppliers in a service 

partnership as ‘One Service Team’.

• Leads the continual improvement of Service Delivery standards & 

practices.

• Conducts one-on-one meetings with all staff and leads monthly and 

quarterly reviews with the team and clients.

 

COMPENTIENCIES

 • Proficient with managing and delivering superior Customer 

Satisfaction - when needed can develop and implement a Continuous 

Improvement & Action plan.

• Strong written and verbal communication skills and capable of 

interfacing directly with clients.

• Good data analysis and reporting skills

• Able to manage medium size teams (<20) 

• Proficient in conducting interviews

• Proficient with Microsoft 0365 including Word, Excel and PowerPoint, 

Teams

• ITIL Certification preferred

• Customer and ‘people-first’ demeanor.

• Ability to effectively manage in an atmosphere of competing priorities

• Outstanding collaboration skills

• Skilled at presenting data and comfortable with reporting tools and 

metrics.

• Highly driven with a focus on quality. 

• Demonstrated critical thinking, analysis, and independent problem[1]solving skills

• Knowledge of quality and workforce scheduling management tools.

 

KEY PERFORMANCE INDICATORS 

• Service performance meets all XLAs/SLAs (Experience Level & 

Service Level Agreements) and key performance indicators (KPIs).

• Works with SD Operations to identify gaps and specific actions, works 

with team to ensure awareness and demonstrate effective 

management of improvement actions. 

• Ensures chargeability reporting completed weekly.

• Maintains acceptable conduct according to all policies and

procedures.

• Monitors interaction volume and trends and takes appropriate action, 

requesting staffing adjustments when necessary to Operations

Management.

• Understands and works within XLA’s, SLA’s and KPIs to fulfill 

obligations.

• Accomplishes staff results by communicating job expectations; 

planning, monitoring, and appraising job performance; motivating, 

coaching, counseling, and disciplining employees; initiating, 

coordinating, and enforcing systems, policies, and procedures.

• Drives improvement and accountability for team based on QA and 

customer satisfaction feedback.

• Maintains a strong working relationship with clients and coworkers.

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• Acts as point of contact for client inquiries and escalations.

• Identifies possible risks and promptly follows communication paths to 

initiate necessary mitigation actions.

• Identifies and recruits appropriately skilled and capable people

• Able to manage and develop team performance.

• Able to manage team to ensure cost effective results. Monitors work 

and reports on progress against service level, cost, time, specification, 

as appropriate

• Able to manage and develop team. Leads and motivates, develop 

skills, and coaches technically through direct one-on-one meetings, 

quarterly reviews, mentoring, etc.…

• Ensures the best induction & integration of new Joiners, ensuring 

training is maintained and delivered 

• Promotes a continuous improvement environment by mentoring

tenured and junior team members on assigned tasks

• Manages resources and workload effectively (including performance 

reviews, personal development plans, and absence management)

• Able to manage the resourcing and workflow of the team to achieve 

required Service Levels and Customer Satisfaction.

 This job description is intended to describe the general responsibilities and 

type of work being performed by people assigned to this position. The 

major job functions/components above are the typical functions of the job 

and are not an exhaustive or comprehensive list of all possible job 

responsibilities, tasks and duties. Personnel, vendors assigned in this 

position should be aware that the responsibilities, tasks, and duties of the 

jobholder may differ from those outlined in this job description and various 

other duties may be assigned as needed.