Service Desk Team Lead

About the Role

We are seeking a highly organised anddetail-oriented Service Desk Team Leader will oversee the day-to-day operationsof the managed service desk, acting as the primary liaison between our clientand Lolly. Additionally, the Team Leader will serve as the internal coordinatoracross Lolly’s Provisioning, Admin, and Helpdesk teams to ensure smoothworkflows, efficient ticket resolution, and consistent service delivery.

Responsibilities

·        Overseeticket assignments, ensuring they are directed to the correct team and resolvedwithin agreed SLAs.

·        Tracktickets across their lifecycle, proactively following up with internal teams toavoid bottlenecks and delays.

·        Review andmanage escalated issues, ensuring timely interventions and updates.

·        Serve as thecentral communication point between the service desk and Lolly’s internal teams

·        Build andmaintain strong working relationships with internal teams to facilitateefficient problem-solving.

·        Act as thesingle voice of the managed service desk for our client, maintaining regularcommunication on progress, issues, and updates.

·        Identifyrecurring challenges within internal workflows and recommend optimizations.

·        Lead theservice desk team to ensure tickets are resolved efficiently andprofessionally.

·        Providetraining and support to service desk staff, ensuring they understand internalprocesses, tools, and escalation protocols.

·        Collaboratewith our client to anticipate changing needs and adapt workflows accordingly.

·        Driveinitiatives to streamline communication between our client and Lolly’s internalteams.

Key Skills & Requirements

·        Ability tocollaborate effectively with our clients’ stakeholders and internal Lollyteams.

·        Provenexperience in managing workflows across multiple internal departments.

·        Focus ondelivering a seamless and positive experience for our client and internalteams.

·        Proactiveapproach to identifying and resolving cross-departmental issues.

·        Strongskills in tracking performance metrics and deriving actionable insights.

Preferred Qualifications

·        3+ years of experience in data entry, systems administration, and team leader management.

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