Service Desk Team Leader

We are Lenovo. We do what we say. We own what we do. We WOW our customers.
Lenovo is a US$83 billion revenue global technology powerhouse, ranked #153 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).
This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com (https://www.lenovo.com), and read about the latest news via our StoryHub (https://news.lenovo.com/).

Why Work at Lenovo

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$69 billion revenue global technology powerhouse, ranked #196 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).

To find out more visit www.lenovo.com and read about the latest news via our StoryHub.

Business Area Description:

The Lenovo Service Desk serves as a Single Point of Contact (SPOC) and delivers comprehensive IT support to Customer’s end users. Integrated with our customer’s IT functions and processes, Lenovo Service Desk performs end to end Incident and Request management on behalf of our customers.

Key Objectives of Position:

Service Desk Team Leader manages a team of Service Desk Analysts that provide IT incident and request handling and resolutions for Lenovo’s customers. Accountable for the performance of the team, ensuring metrics are recorded and SLAs are met. Ensuring team members are provided the best opportunity to delight Lenovo’s customers.

Day-To-Day Tasks:

• Monitor inbound communication queues, phone, email and chat and allocate resources appropriately so that responses are within service level agreements (SLAs).

• Monitor escalation ticket queues so that incidents and request are responded to within service level agreements (SLAs).

• Collect performance metric data.

• Prepare reporting for regular customer and Lenovo meetings.

• Perform as a customer satisfaction escalation point for your team.

• Own the knowledge base for your teams, ensuring structure, integrity and relevance.

• Attend regular customer meetings.

• In conjunction with the Service Delivery Manager, complete relevant HR tasks such as hiring, performance management and staff onboarding/training.

• Build and execute training and development plans for your team ensure skills and certifications are keep up to date.

• Handling absenteeism and turnover, resource allocation and forecasting

Key Competencies Needed:

• Excellent customer communication skills, verbal and written to all levels within an organization.

• Ability to communicate with Senior Manager, Executive and CIO levels

• Ability to multi-task and handle pressure while maintaining the customer’s and Lenovo best interests.

• Admin experience with ITSM toolsets (ServiceNow preferred).

• ITIL/ITSM Methodology & Best Practices

Candidate Pre-Requisites

Previous Experience:

• 5 years previous experience in either an internal or outsourced service desk operation as a team leader or manager.

Qualifications :

• Diploma or Degree in an IT related discipline or other IT Certifications

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