About this role
Area(s) of responsibility
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Service Desk Transformation Leadership
- Own and drive the end-to-end transformation roadmap from a Catch & Dispatch model to an L1.5 Service Desk capable of resolving incidents and requests at first point of contact.
- Define, document, and embed Standard Operating Procedures (SOPs), Knowledge Base articles (KBAs), and Known Error Database (KEDB) entries to enable first-contact resolution.
- Conduct capability gap assessments across the team; design and execute structured upskilling and cross-training programmes aligned to the L1.5 maturity model.
- Establish measurable transformation KPIs — First Contact Resolution (FCR) rate, Average Handle Time (AHT), Ticket deflection rate, and CSAT — and report progress to stakeholders.
- Collaborate with L2/L3 resolver groups to negotiate resolution ownership boundaries, build runbooks, and progressively absorb eligible ticket categories into L1.5.
- Champion automation and AI-assisted tooling (e.g., chatbots, auto-resolution scripts, ServiceNow workflows) to reduce manual effort and scale resolution capacity.
- Implement quality assurance (QA) frameworks including call/ticket audits, coaching sessions, and continuous improvement cycles.