We’re looking for motivated, engaged people to help make everyone’s journeys better.
Service Desk Team lead - The role holder leads, motivates, and develops a team of Process Controllers, Service Desk Experts and Service Desk Agents to ensure delivery of Incident and Request for Service (standard Change) management to agreed levels of service.
Main Duties and Responsibilities:
People Management Manages, motivates, and develops a small team of service desk employees, ensuring that the service levels constantly improve and contribute to growth in new business.
Customer Relations Establishes relationships with middle to senior level customers and a range of managers across gategroup to deliver and enhance their service.
Risk Management Establishes and manages risk for the team(s) technical skill levels and adequate resources to ensure that risks are mitigated, and problems resolved, in relation to meeting service levels.
Planning & Control Resource allocation/scheduling to meet the demands of delivering a service managing changing priorities and issues. Uses strengths of team to achieve effective efficient delivery of service within SLA.
Business orientation Anticipates the impact of business issues on own operation and takes appropriate action. Is responsible for monitoring and controlling service desk activity.
Service Delivery Using strengths of team to achieve effective and efficient delivery of service. Ensure the delivery of services to meet SLAs as a minimum, always striving towards improvements, with impeccable service as the ultimate goal.
Tools Mastery Ensure adherence to agreed strategic toolset, emphasizing the need for improved deployment and usage.
Qualifications and Education:
At least High school diploma or equivalent
IT related studies or previous IT Desk and incident management experience.
Key Performance Indicators:
Coaching and mentoring undertaken
Feedback from team and managers actioned
All performance management processes followed
Evidence of development planning for the team
Regular team meetings held to cascade local, business, and corporate updates
Builds relationships with other stakeholders
Customer feedback
All service levels met
Recognize where risk exists and communicate that risk to the appropriate channels
Manage all resourcing issues to deliver continuously improving services
Exhibit leadership in terms of proactivity and always thinking customer first
Identifies reasons and weaknesses in process and/or shortcomings in technical capability
Encourages the use of best practice across the team, including documenting and sharing with others
Work Experience:
Previous proven experience in the responsibilities described
At least 2 years previous experience in Leading the SD Team
Awareness to ITSM tools, SD telephony service management tools – experience,
Service Desk and incident management experience
Utilizes technical skills to resolve end user incident and service request tickets for IT services and products
Ability to Support Incident resolution or workaround that can be retrieved from - Standard Operating Procedures and existing Known Errors or knowledge documents
Ability to perform multiple activities at the same time
Maintain and enforce operational procedures, as well as complete all necessary documentation
Technical Skills (Certification, Licenses and Registration)
Excellent computer skills, Knowledge of Microsoft Office suite
Extensive knowledge of the ITIL standards & practices
Knowledge in SD Ticketing system’s (ServiceNow preferable)
Project leading experience being an asset
Skills in developing individuals, teams, and the business
Change Management, Network Support, Application Support experience - (preferable)
Client Services Management
Communication and other Skills
Fluency in English (B2 or higher)
Team Leading skills
Good communication skills and teamwork ability
Ability to problem solve and think critically
Ensure users have a good experience with Service Desk
Successful management and implementation of changes,
Successful production of documentation
If you want to be part of a team that helps make travel and culinary memories, join us!
Shaping the future of Inflight Hospitality.
At gategroup, we are the global leader in airline catering, retail-on-board, and hospitality services, enhancing the passenger experience at 35,000 feet and beyond.
Headquartered in Zurich, Switzerland, our footprint spans over 200 operating units across 60+ countries and territories, making us the most extensive catering network in the aviation industry. Every day, we proudly serve millions of travelers, partnering with the world’s top airlines to deliver memorable culinary moments and seamless retail experiences.
Driven by innovation, advanced technology, and operational excellence, our teams design and deliver premium food and service solutions tailored to the dynamic needs of modern air travel.
From gourmet meals to intelligent retail programs, our mission is simple:
To elevate every journey.
