Team Lead, Service Desk

Job description

Team Lead, Service Desk Department: IT: Employment Type: Permanent: Location: NLD Rijswijk: Reporting To: David Garcia: Description: Role Purpose: You will be responsible for the day to day management of the Service Desk Analyst, ensuring that Fox-IT and NCC Group employees, receive a high standard of service and support. The Service Desk Support Manager will also be responsible for long term planning, training, and implementation of support provision both locally and globally. Key Responsibilities: - Build relationships with key stakeholders to understand support required by Service Desk, to help provide and maintain a high degree of customer service for all support queries. - Responsibility for Incident, problem, and change management within your Team. - Contribute to project management tasks. - To ensure all NCC Group support requests in the call logging are regularly updated on progress and dealt with in accordance with NCC Group processes. - To ensure successful handover of completed work and products to customers or the IT team with the appropriate documentation, training, and communication of any known faults. - To provide technical support for all incidents, service request...