Service Desk Team Leader Trinidad

About the role

As a Service Desk Team Leader you will be responsible to lead the Shift Team’s performance, productivity, utilization and workloads across all roles, ensuring that all contractual service levels are achieved, and high levels of customer satisfaction are maintained.

What will you do:

• To lead the Shift Team’s performance, productivity, utilization and workloads, ensuring that all contractual service levels are achieved and high levels of customer satisfaction are maintained.
• Provide supervision, coaching and mentoring to all members of the shift team, carrying out monthly 121s and working with the Quality Management Team to address areas for improvement and recognizing outstanding performance, and
  providing written feedback to the Service Desk Manager.
• Act as a role model and coach to all members of the shift team, leading by example, to demonstrate high standards of performance and customer service.
• Manage the balance of resources across the shift, ensuring that workloads / tickets are correctly prioritized and break-time cover is scheduled appropriately to ensure that all Service Desk tasks are appropriately resourced to achieve contractual SLAs.
• Act as the initial point of contact for all on-shift staff with the aim of reducing the need for escalation to the Global Service Desk Manager.
• Act as the initial point of escalation for customers queries and complaints where these cannot be managed by the Service Desk shift.
• Manage all high priority calls and Major Incidents for P1’s, P2’s or escalations during the shift; ensuring customer specific processes are followed and timely escalations are in line with process.
• Conduct a detailed handover at the start and end of every shift to enable the next shift team to continue call management in the most efficient way and provide seamless support to the customer.
• Pro-actively carry out ticket management in a priority order, with the goal of reducing tickets that are “in jeopardy” of breaching contractual obligations as well as managing customer expectations and act as the first point of internal escalation to facilitate a speedy resolution within the Shift Team.
• Conduct queue management to ensure all tickets are assigned quickly and accurately to ensure contractual response SLAs are met.
• Utilize and update the ESP Knowledge Base to maximize the speed of resolution and improve customer satisfaction
• Own tickets throughout your shift and ensure defined Incident and Request Management processes are being followed and are working as intended
• Maintain a high level of customer service always to provide an excellent customer experience.

What will you bring to ESP?

• Minimum of 2 years’ Managed Service Desk experience required.
• Excellent communication skills in English and Spanish, both written and speaking
• ITIL Foundation awareness.
• Strong knowledge and understanding of IT Service Management ticket management systems.
• Results focused with ability to measure, analyze and drive performance against KPIs.
• Detailed, methodical and logical approach to problem solving.
• Able to quickly digest data, analyze issues, devise and execute action plans as appropriate.
• Excellent written and verbal communication skills

Location and Schedule:

• This is an on-site position at our office at 97 Uriah Butler Highway, Charlieville, Changuanas.
• 12 hours, rotational shifts 4 days on, 4 days off, from 930am to 930pm.

What We Offer:

• Personal & Professional Development: Unlimited access to professional and personal training.
• Diversity, Inclusion & Belonging: A culture that celebrates individual uniqueness.
• Competitive Salary: Based on experience and suitability.

About Us:
ESP Global Services, since 1992, has provided 24/7 Global IT support. We're ITIL-aligned, ISO-accredited, and committed to exceeding expectations. Join our equal-opportunity community, where passion meets service excellence.