Darden
JOB OVERVIEW:
We are seeking a Service Desk Team Lead to manage the Restaurant Systems Service Desk operations. This role is responsible for leading a high-performing support team, ensuring service level commitments are met, and driving continuous improvement in support processes.
SCHEDULE:
-Flexibility to work nights, weekends and an on-call rotation
ROLES AND RESPONSIBILITIES:
Leadership & Team Management
-Coordinate daily Service Desk operations to meet goals and SLAs.
-Lead and mentor team members through coaching, performance feedback, and regular one-on-one meetings.
-Develop and implement training plans to enhance team capabilities.
-Address employee concerns and administer disciplinary actions when necessary.
-Ensure proper escalation of incidents in line with SLA requirements.
Staffing & Scheduling
-Analyze call volumes and KPIs to determine optimal staffing levels.
-Create and manage team schedules, including backup coverage planning.
-Distribute workload and provide guidance to ensure timely and accurate incident resolution.
Incident & Problem Management
-Oversee ticket prioritization and assignment accuracy.
-Review urgent and escalated incidents to ensure proper handling.
-Conduct incident trend analysis and coordinate root cause investigations with relevant teams.
-Drive initiatives to reduce repeat incidents and improve first-call resolution rates.
Process Improvement & Compliance
-Implement and enforce operational processes and procedures.
-Review existing workflows and recommend enhancements to improve efficiency and service quality.
-Ensure documentation is up-to-date and aligned with best practices.
Reporting & Knowledge Management
-Create and maintain knowledge base articles to support consistent issue resolution.
-Measure and report on the effectiveness of knowledge content using KPIs.
-Produce daily, weekly, and monthly performance reports with insights and variance explanations.
-Provide ad hoc reporting as needed.
Professional Development
-Stay current with industry trends, technologies, and best practices.
REQUIRED TECHNICAL SKILLS:
-3+ years of experience in a Service Desk, Call Center, or Customer Support leadership role.
-Strong problem-solving skills in computer, networking, and telecom environments.
-Hands-on experience with IT infrastructure operations and service management.
-Familiarity with BMC Helix or similar ticketing systems.
-Proven ability to meet or exceed performance metrics (e.g., speed to answer, abandonment rate).
REQUIRED EDUCATION:
-BS/BA in MIS, Computer Science, or Business or relevant work experience
OTHER KEY QUALIFICATIONS:
-Strong leadership and team management skills.
-Excellent verbal and written communication abilities.
-High level of customer service orientation and interpersonal skills.
-Analytical mindset with a focus on continuous improvement.
-Solid understanding of ITIL principles and process management.
PREFERRED SKILLS AND EXPERIENCE:
-Experience in restaurant or retail IT environments.
-ITIL Foundations Certification.
#LI-LE1
#LI-Hybrid
We are seeking a Service Desk Team Lead to manage the Restaurant Systems Service Desk operations. This role is responsible for leading a high-performing support team, ensuring service level commitments are met, and driving continuous improvement in support processes.
SCHEDULE:
-Flexibility to work nights, weekends and an on-call rotation
ROLES AND RESPONSIBILITIES:
Leadership & Team Management
-Coordinate daily Service Desk operations to meet goals and SLAs.
-Lead and mentor team members through coaching, performance feedback, and regular one-on-one meetings.
-Develop and implement training plans to enhance team capabilities.
-Address employee concerns and administer disciplinary actions when necessary.
-Ensure proper escalation of incidents in line with SLA requirements.
Staffing & Scheduling
-Analyze call volumes and KPIs to determine optimal staffing levels.
-Create and manage team schedules, including backup coverage planning.
-Distribute workload and provide guidance to ensure timely and accurate incident resolution.
Incident & Problem Management
-Oversee ticket prioritization and assignment accuracy.
-Review urgent and escalated incidents to ensure proper handling.
-Conduct incident trend analysis and coordinate root cause investigations with relevant teams.
-Drive initiatives to reduce repeat incidents and improve first-call resolution rates.
Process Improvement & Compliance
-Implement and enforce operational processes and procedures.
-Review existing workflows and recommend enhancements to improve efficiency and service quality.
-Ensure documentation is up-to-date and aligned with best practices.
Reporting & Knowledge Management
-Create and maintain knowledge base articles to support consistent issue resolution.
-Measure and report on the effectiveness of knowledge content using KPIs.
-Produce daily, weekly, and monthly performance reports with insights and variance explanations.
-Provide ad hoc reporting as needed.
Professional Development
-Stay current with industry trends, technologies, and best practices.
REQUIRED TECHNICAL SKILLS:
-3+ years of experience in a Service Desk, Call Center, or Customer Support leadership role.
-Strong problem-solving skills in computer, networking, and telecom environments.
-Hands-on experience with IT infrastructure operations and service management.
-Familiarity with BMC Helix or similar ticketing systems.
-Proven ability to meet or exceed performance metrics (e.g., speed to answer, abandonment rate).
REQUIRED EDUCATION:
-BS/BA in MIS, Computer Science, or Business or relevant work experience
OTHER KEY QUALIFICATIONS:
-Strong leadership and team management skills.
-Excellent verbal and written communication abilities.
-High level of customer service orientation and interpersonal skills.
-Analytical mindset with a focus on continuous improvement.
-Solid understanding of ITIL principles and process management.
PREFERRED SKILLS AND EXPERIENCE:
-Experience in restaurant or retail IT environments.
-ITIL Foundations Certification.
#LI-LE1
#LI-Hybrid