First Focus
Information Technology and Services
ServiceDeskTeamLead
“Service Desk Team Lead at First Focus. Skills: Team Leadership, ServiceNow, ITIL 4. Lead team development. Oversee ServiceNow ticketing system”
What You'll Achieve.
Prompt and effective delivery of services; Effective management of incident management; Effective management of request fulfilment; Issue/s resolve in timely manner; Effective management of Service Centre; Continuous improvement of Service Centre; Effectively coordinate resources; Effectively coordinate releases; Effectively coordinate operational support; Ensure work instructions are current
Industry & Context.
Rotational schedule, Morning shift, Night shift, Weekend work, Public holiday work
What They're Looking For.
Must Have
Team Lead/Supervisor experience, ServiceNow experience, ITIL 4 Foundations certification
What You'll Do.
Lead team development
Oversee ServiceNow ticketing system
Manage incident management
Manage request fulfilment
Coordinate administrative workloads
Coordinate technical workloads
Monitor Service Desk queue
Act as escalation point
Manage Tier 1 support
Maintain quality control
How You'll Work.
Team & Collaboration
Work in large team; Collaborate with clients; Collaborate with stakeholders; Foster teamwork
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