Service Desk Team Leader

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

Your Role

Roles & Responsibilities

• •Manage and provide effective guidance to a team of 10-20 Service Desk Engineers, delivering L1 IT support from head office and remotely.
• •Create an inspiring, motivational team environment with an open communication culture.
• •Monitor individual engineer performance against KPIs and agreed metrics.
• •Guide team members in meaningful professional development and encourage growth through mentorship and training.
• •Act as an escalation point and technical advisor in the diagnosis of problems, determining and implementing appropriate solutions, and guiding and/or communicating problem resolutions to customers.
• •Manage the knowledge base and ensure KB articles are kept relevant and up to date.
• •Monitor and ensure adherence to service level agreements and contractual obligations to our client(s).
• •Conduct reporting to detect trends, repeat incidents and common issues; identifying and recommending ongoing service improvements.
• •Liaise directly with internal and external stakeholders on matters related to delivery of IT Service Desk to our clients

Your Profile

• •Work Monday – Friday on a variable roster (starting times between 6am and 10:30am).
• •2-4 years’ experience as a Service Desk Team Leader.
• •ITIL Foundations certified.
• •Management certifications highly regarded.
• •Experience with managing geographically diverse teams highly regarded.

What you’ll love about working here

• •You will be a part of a diverse collective of free-thinkers, entrepreneurs and industry experts. You will love the exposure to the scale of transformation, the depth of expertise, and the opportunities for growth.
• •We aim to build an environment where employees can enjoy a positive work-life balance. We embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people.
• •At the heart of our mission is your career growth. You will have countless learning and development opportunities from thinktanks to hackathons, and access to 250,000 courses with numerous external certifications crafted to support you in exploring a world of opportunities.
• •We realise a Total Reward package should be more than just compensation. We offer a range of core and flexible benefits and have a Peer Recognition Portal called ‘Celebrate’.

Veterans and Indigenous candidates are encouraged to apply

Apply today!

• Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2024 global revenues of €22.1 billion.
• Make it real | www.capgemini.com