Service Desk Team Lead

Title: Service Desk Team LeadReporting to: Service and Operations ManagerResponsible for: Service desk managementDepartment: ITBlackrock Health's IT teams support critical applications and infrastructure in hospitals across Dublin. The IT department provides technical support through its service helpdesk.As a Service Desk Team Lead, you will oversee the daily operations of the service desk team, ensuring the delivery of technical support and customer service to end-users. You will lead a team of service desk analysts (Level 1-2), provide guidance, monitor performance, and work to improve service desk processes and procedures.Key Responsibilities: Team Leadership: Supervise and mentor a team of service desk analysts, providing guidance, training, and performance feedback. Foster a collaborative work environment that encourages knowledge sharing and professional development.Incident Management: Oversee the resolution of technical issues reported by end-users, ensuring incidents are logged, classified, prioritized, and escalated when necessary. Monitor incident resolution progress and take actions to meet service level agreements (SLAs).Customer Service: Ensure service desk analysts deliver customer service while maintaining professionalism. Address customer complaints or escalations promptly.Process Improvement: Evaluate service desk processes, procedures, and tools, identifying opportunities for improvement to enhance efficiency and effectiveness. Implement best practices and standard operating procedures.Knowledge Management: Develop and maintain a knowledge base, documentation, and self-help resources. Encourage the team to contribute to knowledge management and promote self-service options for end-users.Metrics and Reporting: Monitor key performance indicators (KPIs) related to service desk operations, such as response time, resolution time, customer satisfaction, and first-call resolution rate. Generate reports on service desk performance, identify trends, and recommend corrective actions.Collaboration: Establish working relationships with other IT teams, stakeholders, and vendors to ensure communication, collaboration, and coordination. Participate in cross-functional projects and initiatives.Training and Development: Identify training needs and coordinate relevant technical and customer service training for service desk analysts. Stay informed about industry trends, technologies, and best practices.Other Support Roles:Participate in resourcing the Service desk function as required.Participate in the On-Call Rota.Be familiar with Hospital applications and business processes to deliver high-level application support.Provide technical support to other ICT team members and mentor the service desk team.The Position Requires:Computer technical skills are essential. Understanding of technical aspects of workstations, networks, and ICT infrastructure is required.Effective communication skills.Knowledge of Blackrock Infrastructure, networks, servers, applications, Citrix, thin clients, printers, etc.Good understanding of Blackrock Clinic clinical and business processes.Flexibility and willingness to participate in future implementation projects.General ExpectationsSupport the philosophy and goals of Blackrock Health.Observe appropriate lines of authority.Maintain confidentiality regarding all patients and the activities of Blackrock Health.Assist in all areas of the Hospital and Clinic as required.