Service Desk Team Lead - AMR

The primary purpose of the Service Desk Team Lead role is to ensure the effective delivery of IT support services and maintain high levels of customer satisfaction. This position plays a critical role in supporting daily IT operations by leading the Service Desk team and ensuring the timely resolution of user issues and service requests.

The Service Desk Team Lead is responsible for providing day-to-day leadership, guidance, and support to Service Desk agents across the region. This includes managing team performance, monitoring service levels, coaching and developing team members, and driving continuous improvement in service delivery processes.

As a key member of the Service Delivery organization, the Service Desk Team Lead ensures adherence to established support procedures and service management best practices. The role focuses on enhancing the end-user experience, improving operational efficiency, promoting team development, and maintaining compliance with organizational standards and policies.

KEY ACCOUNTABILITIES

• Service Desk Leadership: Manage and lead a team of Service Desk, ensuring they are trained, equipped, and motivated to provide high-quality technical support; Set performance targets, monitor service levels, and provide regular coaching and feedback to improve individual and team performance.
• Incident and Request Management: Oversee the day-to-day handling of incidents and service requests, ensuring timely resolution, adherence to service level agreements (SLAs), and a positive customer experience; Coordinate escalations with resolver groups when necessary
• Team Development and Coaching: Foster a culture of continuous learning and professional growth by identifying training needs, mentoring team members, and supporting career development initiatives
• Service Delivery Excellence: Drive operational excellence by monitoring Service Desk performance, identifying process improvement opportunities, and implementing best practices to enhance efficiency and customer satisfaction
• Knowledge Management: Ensure the creation, maintenance, and utilization of knowledge base articles, standard operating procedures, and support documentation to improve first-contact resolution and team effectiveness
• ITSM Process Compliance: Ensure adherence to established IT Service Management processes, organizational policies, and compliance requirements. Promote consistent execution of incidents, request fulfillment, and escalation procedures
• Stakeholder Engagement: Build and maintain strong relationships with business users, IT support teams, and service partners; Act as a key point of contact for Service Desk-related issues and ensure customer expectations are effectively managed
• Performance Reporting and Continuous Improvement: Develop and maintain Service Desk performance reports and dashboards; Analyze trends, identify improvement opportunities, and implement action plans to enhance service quality, operational efficiency, and customer satisfaction

QUALIFICATIONS, EXPERIENCE, & SKILLS

• Bachelor’s degree in Computer Science in the field of computer science or management information systems or a related discipline OR 5+ Years IT Experience with at least 2 in an Incident Management or ServiceDesk leader role
• Minimum 5 Years experience of IT in a corporate environment
• Experience in team management supporting a global environment
• Demonstrated knowledge of ITIL V4 Framework, ITIL V4 Foundation certification preferred 
• Technical background with a broad technical awareness of how IT solutions work together in an enterprise environment

• Professional proficiency in both Spanish and English – additional languages are a bonus, particularly Portuguese
   

ABOUT DP WORLD

Trade is the lifeblood of the global economy, creating opportunities and improving the quality of life for people around the world. DP World exists to make the world’s trade flow better, changing what’s possible for the customers and communities we serve globally. 

With a dedicated, diverse and professional team of more than 115,000 employees from 160 nationalities, spanning 78 countries on six continents, DP World is pushing trade further and faster towards a seamless supply chain that’s fit for the future. 

We’re rapidly transforming and integrating our businesses -- Ports and Terminals, Marine Services, Logistics and Technology – and uniting our global infrastructure with local expertise to create stronger, more efficient end-to-end supply chain solutions that can change the way the world trades.

What's more, we're reshaping the future by investing in innovation. From intelligent delivery systems to automated warehouse stacking, we’re at the cutting edge of disruptive technology, pushing the sector towards better ways to trade, minimizing disruptions from the factory floor to the customer’s door.

DP World is on a mission to transcend boundaries and bridge the gap between all nations and cultures – not just in what we do but also in how we behave.

We are dedicated to creating a culture where everyone feels respected, supported, and empowered to reach their full potential. We believe that embracing inclusion and diversity, drives innovation and growth and helps us connect people, businesses, and societies. Free minds and different perspectives are changing our world, and together we can change what’s possible.

WE MAKE TRADE FLOW

TO CHANGE WHAT'S POSSIBLE FOR EVERYONE.

DP World is committed to the principles of Equal Employment Opportunity (EEO). We strongly believe that employing a diverse workforce is central to our success and we make recruiting decisions based on your experience and skills. We welcome applications from all members of society irrespective of age, gender, disability, race, religion or belief.

By submitting your resume and application information, you authorize DP World to transmit and store your information in the world-wide recruitment database, and to circulate that information as necessary for the purpose of evaluating your qualifications for this or other job vacancies.

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