The Service Desk Lead manages a team of Service Desk Specialists that is responsible for resolving service incidents with the goal of restoring IT services as quickly as possible and getting school operation back to normalcy. The IT service desk team is the single point of contact for all school users - teachers, students, operation staff and parents of the students. As the manager of this team, you strive to keep high employee engagement among your team members. You ensure appropriate distribution of workload among your team members. You ensure right prioritization, categorization and escalation of service incidents and service requests. You ensure the IT service desk team operates within guidance, procedures, and service agreement of IT service desk to school.
Key duties and responsibilities include but are not limited to those listed below:
● Assign ad hoc operation tasks to IT Service desk team. Schedule employees working days and times ensuring adequate resources to support school operation.
● Perform other duties or projects as directed by the Head of IT or such persons as the school may designate.
● Analyse IT Service desk operation and service performance. Identify improvement opportunities, plan and execute continuous improvement plans
● Lead, manage and supervisor a team of service desk specialists.
● Act on escalation for all service incidents and requests, often as intermediary between IT Service desk and school users.
● Overall responsible for IT service desk operation and activities. Ensure IT Service desk operates within guidance, procedures, and service agreement of IT Service desk to school.
● Communicate to school users on IT Service desk operation, performance, and staff movement, maintaining good rapport with school users.
● Train, coach and mentor Service desk Specialists including career development.
The job holder&039;s responsibility for promoting and safeguarding the welfare of children and young people for whom s/he is responsible, or with who, s/he comes into contact will be to adhere to and ensure compliance with the relevant Cognita Safeguarding; Child Protection Policy and Procedures at all time. If in the course of carrying out the duties of the role, the job holder identifies any instance that a child is suffering or likely to suffer significant harm either at school or at home, s/he must report any concerns to the School&039;s Child Protection Officer/Designated Safeguarding Lead to the Head of School or indeed to the VN Managing Director so that a referral can be made accordingly to the relevant third-party services.
