Service Desk Team Lead
CurrentKey responsibilities:Leading a team of customer service representatives in handling inquiries from customers, clients, or vendors about products or servicesEnsuring that all issues are resolved in a timely manner by communicating with other departments withinthe organization as needed to resolve issues • Participating in meetings with management to discuss customer needs and concerns • Managing the team's workloads to ensure they are able to meet their deadlines while providing excellent customer service. • Reviewing incoming tickets to determine priority and assigning them to members of the team for resolution • Reviewing reports from the team to assess performance and identify problems that may need to be addressed with individual team members • Monitoring staff performance to ensure that customer service representatives are providing high quality service • Serve as the primary point of contact for all service desk inquiries, managing a team of customer service representatives • Respond to customer inquiries in a timely and professional manner, providing accurate information and solutions • Escalate complex customer issues to the appropriate department or manager for resolution • Train and coach service desk staff on company policies and procedures, as well as best practices for customer service resolution. •Develop and implement process improvements to increase efficiency and effectiveness of the service desk resolution. •Create and maintain documentation for all service desk processes and procedures. •Stay up-to-date on new products, services, and features, and share this information with the team. •Handle customer complaints and feedback in a constructive and positive manner •Report regularly to upper management on service desk performance and KPIs
