IT Support Team Lead

Strategy & Planning • Develop Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes. • Develop policies and procedures that outline how problems are identified, documented, assigned and corrected. • Analyse performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems. • Plan and conduct performance appraisals of Service Desk team members, administer disciplinary action, raises, bonuses and promotions when necessary. • Collaboration, best practise sharing (and in the future potentially 24x7 coverage) with Service Desk managers in other regionsAcquisition & Deployment • Prepare budget proposals and operational expenditure statements. • Collaborate with other departments to identify and/or procure Service Desk software for internal team members and external clients. • Conduct research on emerging products, services, protocols, and standards in support of service desk technology procurement and development efforts. • Ensure appropriate training initiatives for new and existing team members. • Purchasing and deployment tasks. Operational Management • Manage the processing of incoming calls to the Service Desk via all communication channels (e.g. telephone, e-mail) to ensure courteous, timely and effective resolution of end user issues. • Manage and distribute rostering to ensure all time zones are covered as required. • Develop and enforce request handling and escalation policies and procedures. • Track and analyse trends in Service Desk requests and generate statistical reports. • Identify, drive, and optimise opportunities to drive self-service, selfhealing and automation of Service Desk tasks. • Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations. • Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency. • Oversee development and communication of help sheets, usage guides and FAQs for end users. • Oversee the development, implementation and administration of service desk team members training procedures and policies. • Train, coach and mentor Service Desk Analysts and other junior team members. • Manage the overall Service Desk activities and team members. • Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary. • Attend Change Advisor Board (CAB) meetings when necessary. • Monitor incident trends and anticipate potential problems for proactive resolution. Project Delivery • Develop project plans and milestones around the handover of systems to the Service Desk for support in conjunction with Project and Program Managers. • Produce technically and commercially accurate reports. Leadership and Mentoring • Provide co-ordination and technical leadership of the Service Desk team members and team leaders. • Ensure the team is kept abreast of current and new technologies. • Produce training material to educate other Domino’s technical team members.