Senior Service Desk Lead

Cobden & Carter InternationalPhilippines only

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The Service Desk Team Lead will oversee and guide a team of Senior Service Desk Analysts to deliver exceptional technical support and customer service. This role involves driving excellence, fostering team growth, maintaining high client satisfaction, and ensuring the team meets organizational goals and service level agreements (SLAs). The leader will bring innovation, strategic thinking, and a collaborative mindset to continually enhance service delivery and team performance.

The Role

Excellence

Set high standards of support excellence by coaching the team to provide top-notch technical and application feature support to internal and external clients across multiple communication channels (phone, email, customer portal).

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Senior Service Desk Lead at Cobden & Carter International · ApplyPick

Monitor team performance metrics and align them with organizational objectives while meeting service level agreements (SLAs).
Drive continuous improvement initiatives by identifying areas for innovation, automation, and process optimization.
Standardize work methodologies and tools to elevate quality and efficiency in service delivery
Collaborate with other departments to ensure the team stays updated on WTW technology configurations and best practices.
Drive knowledge management and bring new ideas for innovation and automation excellence into the Support team to promote a 5-star customer service
People
Lead, mentor, and motivate the team of Senior Service Desk Analysts, fostering an environment of growth, collaboration, and accountability.
Provide guidance and support to team members in resolving complex technical issues
Develop team members' skills in active listening, empathy, and effective client communication.
Manage team schedules and workloads to optimize productivity and ensure coverage.
Conduct regular one-on-one meetings, performance reviews, and team training sessions to nurture talent and address challenges
Clients
Serve as the primary escalation point for client issues, ensuring swift resolution and maintaining trust within Senior Service Desk
Build and maintain strong relationships with clients by effectively managing their expectations and ensuring timely communication.
Analyze common client issues to identify trends and recommend proactive solutions or service enhancements.
Adapt communication style to suit diverse audiences, shifting effortlessly between high-level strategy and detailed technical explanations.
Financial
Maintain cost-efficiency within the Service Desk team by optimizing resource allocation and processes
Track and report key performance indicators (KPIs), ensuring that the team achieves productivity targets.
Escalate unresolved incidents or high-priority issues to senior management in line with organizational protocols
Achieve support related productivity and prove evidence to support leader
Identify opportunities to streamline operations and reduce costs while maintaining excellent service quality

Senior Service Desk Lead

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The Role

Senior Service Desk Lead

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The Role

Qualifications

The Requirements

Strong Performance Management Background

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