Job Description

Team Lead, Service Desk

Department: IT

Employment Type: Permanent

Location: NLD Rijswijk

Reporting To: David Garcia

Role Purpose:
You will be responsible for the day to day management of the Service Desk Analyst, ensuring that Fox-IT and NCC Group employees, receive a high standard of service and support. The Service Desk Support Manager will also be responsible for long term planning, training, and implementation of support provision both locally and globally.

Key Responsibilities:

• Build relationships with key stakeholders to understand support required by Service Desk, to help provide and maintain a high degree of customer service for all support queries.
• Responsibility for Incident, problem, and change management within your Team.
• Contribute to project management tasks.
• To ensure all NCC Group support requests in the call logging are regularly updated on progress and dealt with in accordance with NCC Group processes.
• To ensure successful handover of completed work and products to customers or the IT team with the appropriate documentation, training, and communication of any known faults.
• To provide technical support for all incidents, service requests and change requests.
• Any activities which are associated with the NCC Group support function, including, but not limited to; managing standard and escalated incidents, service requests, change requests, and project requests and ensuring they are handled in an effective manner and progressed to resolution.
• To be pro-active when seeking to resolve the problem and escalate more complex issues to the appropriate team.
• To ensure all Client support requests in the call logging are regularly updated on progress and dealt with in accordance with NCC Group processes.
• To carry out in-house testing on all hardware, products, and services where necessary.

Functional & Technical Skills:

• Asset and configuration management. You can track, log and correct information to protect assets and components.
• Continual service improvement. You can identify process optimisation opportunities with guidance and contribute to the implementation of proposed solutions.
• Customer service management. You will maintain a high level of customer service and have the confidence to deal with complex complaints. You will know how to use empathy to satisfy customer demands.
• Ownership and initiative. You can own an issue until a new owner has been found or the problem has been mitigated or resolved.
• Problem management. You can investigate problems in systems, processes, and services, with an understanding of the level of a problem (for example, strategic, tactical, operational). You can contribute to the implementation of remedies and preventative measures.
• Service focus. You can take inputs and establish coherent frameworks that work.
• Service Management Framework knowledge. You have knowledge and/or a Level 3 Service Management Framework qualification.
• Service reporting. You can produce relevant reports in a standard format in an agreed timeframe. You can work with important stakeholders to discuss any changes in the reporting processes. You can add a commentary that provides an interpretation for the data set.
• Technical understanding. You know about the subject matter and understand what it involves.
• User focus. You can identify needs and engage with users or stakeholders to collate user needs evidence. You understand and can define research that fits user needs. You can use quantitative and qualitative data about users to turn user focus into outcomes.
• Coaching and Mentoring (coach and mentor junior team members, and assist in the provision of first-class services and consistent levels of capability as required by the organisation)
• Management Planning (provide input into overall management - workforce, budget, technology roadmaps, projects and tasks)