Service Desk Team Leader

2 weeks ago

Coventry, Coventry, United Kingdom Department for Education Full time

Details:

Reference number:

Salary:

- £30,332
Job grade:

  • Higher Executive Officer
    Contract type:
  • Permanent
    Business area:
  • DFE
  • Operations and Infrastructure Group
    Type of role:
  • Analytical
  • Information Technology
    Working pattern:
  • Flexible working, Fulltime, Job share, Parttime
    Number of jobs available:
  • 1Contents
Location

About the job

Benefits:

Things you need to know

Location

  • Coventry, West Midlands (England), CV1 2

WT :
Manchester, North West England, M1 2

WD :
Nottingham, East Midlands (England), NG2 1

AW :
Sheffield, Yorkshire and the Humber, S1 2FJAbout the job

Job summary:


At DfE, we are proud of the commitment we make to diversity and inclusion and of the progress we have made.

We have active & vibrant staff networks, special leave policies and workplace adjustments put in place for those who need them.

We are continuing to build a diverse DfE, in an inclusive environment which nurtures and realises potential in all, at all levels.

Equality and Diversity - Department for Education

Whilst we aim to be flexible with working hours and location, please ensure you live within a commutable distance of your selected office location, Regular travel may be required to one of our Hubs in Coventry, Manchester, Nottingham or Sheffield

These are exciting times at the Department for Education. In 2023 we'll continue to build services for all our users - children, adults, and those in social care.

Our diverse and inclusive culture reflects the society we live in. This helps us to achieve better outcomes for all our users.

We work in multi-disciplinary teams using Agile methods to innovate and radically improve services that:

  • Raise education standards and provide the best start in life for children
  • Support disadvantaged and vulnerable children and young people
  • Drive economic growth
  • You can read more about our strategy on the DfE digital and technology strategy blog.

Job description:


Right now, we are recruiting for an IT Service Desk Team Leader to work in our Customer Experience, Digital and Technology Directorate.

As the Team Leader, you will report to the IT Service Desk Manager. You will work collaboratively with all support teams to create integrated Service Desk processes and provide excellent customer service.


Your team is the first point of contact for over 9,500 users, and is pivotal to the creation of a positive user experience.

You will take operational responsibility for maintaining a business-critical service in a fast-paced, environment and will remain calm under pressure.

Our users can contact the team via telephone, self-service portal or a telephony app.

Flexibility is key as the Service Desk works on a rota basis with tasks including:

  • Triage
  • Incident Management
  • Request Fulfilment
  • Knowledge Management
  • Continual Service Improvement

Person specification:

As the Service Desk Team Leader you will:

  • Oversee the day to day activities of Service Desk Analysts and delegate work across the team. Prioritising workload and ensuring the service operates in line with SLAs, driving to exceed user expectations and needs.
  • Provide regular structured reports to line management regarding unusual volumes or difficulties in meeting targets.
  • Take ownership of complaints, escalations, and feedback.
  • Manage an effective and useful Knowledge Base.
  • Work closely with the Service Desk Manager to identify and explore opportunities for service and business improvement.


The Service Desk demonstrates strong customer focus, professionalism, flexibility and commitment to delivery of user-centred outcomes; we aim to continue this trend.


  • Previous experience of working in a teamoriented, collaborative & customer facing technical support role.
  • Delegation of tasks, mentoring team members and escalation of issues.
  • Ability to engage with both technical and nontechnical stakeholders, to build strong working and interpersonal relationships.
  • Ability to spot or identify obvious deficiencies across a service and drive these forward to improve.

It is also
desirable that you have:

  • Knowledge of IT Service Management frameworks such as ITIL methodology.
  • ServiceNow knowledge.

Benefits:

At the Department for Education we offer

  • We offer flexible working arrangements, such as job sharing, termtime working, flexitime and compressed hours.
  • Most DfE employees will be working a hybrid pattern, spending at least 60% of their time in an office or work setting. Changes to these working arrangements are available in exceptional circumstances, but must be agreed with the line manager and in line with the requirements of the role.
  • Travel to your primary office location will not be paid for by DfE, but costs for travel to an office which is not your main location will be covered.
-
Learning and development tailored to your role and a personal L&D budget.

  • A culture encouraging **inclusion and diversi

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