The Service Desk Shift Team Leader is responsible for supervising, mentoring and coaching of the Service Desk to ensure goals, objectives and service level commitments are achieved. The Service Desk Shift Team Leader is expected to oversee and act as an escalation point; ensure Service Desk Specialist are escalating calls according to service level agreements; ensure calls to the Service Desk are being answered by the Service Desk Specialist in a timely manner such that abandoned calls are kept to a minimum and the percentage of calls is below Service Desk Abandonment SLA; ensure Service Desk Specialists are resolving incidents in a timely manner; develop and maintain Service Desk knowledge base of identified problems, known errors and solutions; facilitate training of Service Desk staff on hardware, software, operational procedures and troubleshooting techniques; provide performance feedback of Service Desk Specialist to management on a regular basis.

ROLES AND RESPONSIBILITIES:
-Supervises activities of the Service Desk Specialist to ensure goals and service level commitments are achieved.
-Assures appropriate staff coverage including back-up coverage as needed.
-Distributes workload and provides direction to team members to resolve incidents and problems.
-Manages incident shift log, which includes assignment and transitioning of calls to next shift.
-Ensures Service Desk Specialists incidents are resolved are accurate and in the agreed upon time frame.
-Evaluates open incidents for possible re-prioritization or escalation.
-Ensures priority accuracy of ticket assignments. Reviews all urgent priority tickets to ensure proper assignment.
-Manages, addresses, researches, targets and initiates resolution of incidents that have missed defined SLAs or have been escalated.
-Directly handles some incidents when required due to call volume.
-Must be a Power Use of the Remedy tool. Understands and achieves a high level of competence in the Service Desk Agent role.
-Monitors staff's performance and coaches for improvement and development.
-Orients and trains staff as necessary.
-Provides input into staff performance evaluations.
-Assists with the implementation of new operational processes and procedures. Ensures Service Desk Agents follow defined processes, procedures and measurements; ensures documentation and procedures are defined to maximize first call resolutions. Reviews existing processes and procedures provides recommendations for improvement.
-Identifies and communicates potential problems and issues to the Service Desk Manager and IT Leadership as appropriate. Identifies alternatives and recommends solutions as appropriate.
-Creates and updates knowledge for the IT Service Desk knowledge base to ensure that consistent support processes and procedures are properly documented and available to team members.
-Consistently enhances skills and job knowledge by researching new internet/intranet technologies and software products and trends; reading professional publications; maintaining personal networks; participating in professional organizations.