IT Service Desk Team Leader Review

Daily Team Management of up to 7 analysts and 1 senior, hosting regular performance and mentoring sessions. • Oversee and participate in the Recruitment, Selection and Employment of new resources onto the IT Service Desk. • Accountable for achieving agreed KPIs Produce, monitor and present regular reports on the team’s performance. • Verifying the quality, accuracy and timelines of responses and actions taken by Analysts. • Work collaboratively with the Service Continuity Team to clearly identify trending and recurring incidents • Contributing towards the Knowledge Management Platform to drive staff collaboration and development. • Ensure all HR processes are followed for the team to include PDP, Annual Reviews & disciplinary procedures etc. • Assisting with maintaining the Service Desk Knowledge base, ensuring that articles are up to date at all times, ensuring that new services are introduced to the Service Desk in line with Service Transition. • Work within defined processes / defining process gaps. • Management of 3rd party suppliers & customers.

Daily interactions internally Daily interactions externally Projects

I have monthly sessions with my coach and bi monthly reviews with my manager and coach about my progress.

I have a day dedicated towards my program

I have had 1-2-1 sessions for my function skills where I did need support on both English and Maths. I have passed my English first time and working towards my Maths with exams planned in Feb

I feel like I have gained so much experience, tools and mindset to be able to be more confident in my role

N/A

Yes

They give you a chance to be great at your role

Be honest and ensure that you read the job spec before the interview