IT Service Desk Lead

General Responsibilities

• Develop the service desk team to become the very best that they can be
• Lead by example by providing exceptional customer service
• Build relationships within the business and build business needs into performance targets
• Manage the day-to-day activities and performance of the team
• Ensure that targets are met and performance targets adhered to
• Complete regular one-to-ones, appraisals, career planning, and performance reviews
• Ensure that all service desk staff have the right level and standard of training in order to perform their role effectively
• Work to improve the overall level of customer service and customer experience.

Specialized Responsibilities

• Identify the current state of ITIL-related processes & procedures, and facilitate the implementation of all necessary improvements.
• Document simple, concise and targeted communication to be shared with business, external partners, based on the impact assessment.
• Ensure that staffing levels are maintained throughout operational hours by adjusting shift patterns, holidays, long term sickness etc
• Ensure that the service desk is adequately resourced to reflect peaks and troughs in the workload
• Plan, control and monitor the activities of the team to ensure that their performance is optimized and targets and standards are adhered to
• Monitor performance targets to ensure adherence and review and measure targets
• Undertake HR activities as required in regards to Service Desk Team
• Produce Service Desk statistics and management reports
• Represent the service desk at meetings
• Take responsibility for staff training and business awareness
• Play an active role in the change management process
• Be aware of organizational changes that might impact on the service desk
• Make the service desk aware of these changes and the potential effects
• Assist Analysts & the first line team when call volumes peak or when additional expertise is required
• Monitor staffing levels and play a proactive role in building business cases if additional resource is required
• Monitor, moderate, and create process documents and regularly check for adherence to these processes through call and ticket monitoring
• Monitor and moderate the knowledge base articles
• Play a proactive role in defining targets and service levels to ensure that they meet the needs of the customer and the business
• Identify potential areas for improvement and deliver monthly PDCA

• Strong educational background with a minimum of a Bachelor’s degree from a well-known and accredited university.
• Have 3 years of experience as an IT Service Desk Team Leader or  5 years as Service Desk Analyst, IT Business Analyst, IT Operations and Infrastructure.
• Must have a mix of technical IT knowledge and general business knowledge to locate business problems and potential solutions.
• Excellent command of spoken and written English and Bahasa Indonesia and the ability to work across multiple countries.
• Strong presentation and communication skills to deliver findings and recommendations.
• Willingness to travel.

Specialized Requirements

• Solid knowledge of ITSM/ITIL frameworks or other relevant frameworks/ standards.
• Must be familiar with the technology and the business implication of technology
• Strong experience in reviewing and optimizing the business & IT operational processes.
• Understanding of general Service Management concepts such as SLA, KPI, timeline, team schedules, etc, and ability to apply these skills to practical Service desk operations.
• Experience in ITSM tool administration.
• Exceptional documentation skills and attention to detail for documentation (document versioning & storage, processes/procedures/ policy documentation, cash flow documentation, etc.)
• Solid knowledge of general financial management, financial reporting, and analysis, cost planning/ allocation/ controlling, and cost forecasting