Service Desk Team Leader

4 weeks ago

Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Norton Rose Fulbright Llp Full time

Practice Group / Department:

IT Regional - Service Desk Management - Newcastle

Job Description

We're Norton Rose Fulbright - a global law firm with over 50 offices and 7,000 employees worldwide. We provide the world's preeminent corporations and financial institutions with a full business law service. At Norton Rose Fulbright, our strategy and our culture are closely entwined. We know that our expansion will mean little unless it is underpinned by truly global collaboration and we understand that pioneering work only takes place when our people have room to move and think beyond boundaries. As well as the relevant skills and experience, we're looking for people who are innovative, commercial and value the work that they do.

The Team

The Service Desk is part of the EMEA Service Delivery Team and provides a single point of contact for both our London and International Offices.

The key focus of the team is to deliver a world class IT service to the business.

The Role

Reporting to the Service Desk Manager, this role requires a proactive, well-organised, self-motivated individual. The role holder must have excellent written and verbal communication skills, as there will be interaction with the business and internal IT stakeholders at all levels. Technical expertise is also required as the expectation will be that you are part of the team actively assisting in resolving issues as well as your leadership responsibilities.

The role will involve but is not limited to the following:

Team Management:

  • Ensuring that your team rota is managed, and the appropriate number of staff are onsite at the prescribed times.
  • Taking joint responsibility with the Service Desk Team Leader (Desktop Support and User Admin) in the absence of the Service Desk Manager
  • Assist in the implementation of and adherence to ITIL processes and best practices within the Service Desk
  • Assisting in measuring and reporting on KPIs and SLAs for your team

Leading the First Line Team:

  • Ensuring that trend analysis and potential problem areas are correctly being identified and reported by your team
  • Ensuring regular one to ones are held with these teams to discuss monthly performance, address any training needs and review status of yearly Objectives and providing the Service Desk Manager with a monthly overview of these sessions
  • Ensuring that there is sufficient cover on the desk in 1st Line on a daily basis
  • Monitoring the ServiceNow call queues to ensure that all tickets are handed within SLA and to the appropriate standards.

Escalation Point:

  • Initial escalation point for customer escalations
  • Part of the internal Service Desk escalation team, acting as a technical point of contact for the Service Desk Analysts, Senior Service Desk Analysts and Apprentices

Process Management:

  • Identifying service improvement initiatives for the Service Desk and ensuring these are documented, reported up and adhered to by the Service Desk
  • Assist the Service Desk Manager with the creation of, maintenance of and distribution of all Service Desk Processes

Quality Management:

  • Identifying any ticket quality issues within the team by way of a monthly review, creating reports on each team member's performance, and ensuring that any issues are acted upon quickly and efficiently
  • Ensure that the monthly reporting regarding Quality Management is available to the Service Desk Manager and EMEA Service Delivery Manager on a monthly basis

Major Incident Management:

  • Together with the Service Desk Manager (Desktop Support), take ownership of the Major Incident process during office hours, ensuring that all aspects of the process are followed
  • Ensure that the Service Desk are aware of any Major Incidents underway, and potential workarounds for these

Skills and Experience Required

  • Proven experience in team supervision, work load prioritization and resource management
  • Quantifiable experience in the following ITIL service management disciplines: Incident, Major Incident and Request Fulfilment
  • Some experience of the ITIL Problem and Change disciplines.
  • Ability to manage personal and team workloads (including management of team rotas)
  • Proven ability to be able to measure and monitor the team's operational performance through agreed KPIs. Providing management reports for the Service Desk Manager/Customer Services Manager on both team and individual analyst performance
  • Significant experience working with high profile, VIP customers, in a demanding and time critical environment
  • The role requires the proven ability to prioritise personal and team workloads to meet daily, changing, business requirements. The candidate will play a very active role in the day to day 'business as usual' co-ordination of the team. The ability to re-prioritise team and personal workloads as required throughout the day is essential.

Candidates must have knowledge of supporting the majority of the following:

  • Microsoft Windows 10 and Windows 11
  • Microsoft Office 365 or above
  • Signify/RSA tokens and software tokens
  • iPhone devices - configuring and troubleshooting
  • Printing solutions (desktop and MFD)
  • Active Directory
  • Dealroom / File transfer solutions
  • Mimecast email management
  • NexThink experience preferred
  • Worksite DMS (or other Document Management Systems)
  • Document Management tools
  • Expert, CMS, Interaction
  • Encryption software

Shift information

  • The EMEA Service Desk provide support from 8am-8pm Monday to Friday on a shift basis.
  • Between the Service Desk Team Leaders, onsite leadership support is expected between 8am and 8pm.

Diversity, Equity and Inclusion

To attract the best people, we strive to create a diverse and inclusive environment where everyone can bring their whole selves to work, have a sense of belonging, and realize their full career potential. Our new enabled work model allows our people to have more flexibility in the way they choose to work from both the office and a remote location, while continuing to deliver the highest standards of service. We offer a range of family friendly and inclusive employment policies and provide access to programmes and services aimed at nurturing our people's health and overall wellbeing. Find more about Diversity, Equity and Inclusion here.

We a

  • Service Desk IT Manager

    7 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Circle Recruitment Full time

    IT Service Desk Manager - Newcastle IT Service Desk Manager - with experience in leading an IT helpdesk team required by a leading Newcastle city-centre-based company. You must have experience in managing an IT helpdesk environment or have been a senior IT service desk analyst, looking to move into a manager role. You should also have experience in...

  • Service Desk Analyst

    7 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Reed Full time

    IT First Line Service Desk AnalystLocation: NewcastleSalary: £ on 4 off shift after 6 monthsType: Permanent/Fulltime Our client is one of the UK's leading providers of quality public transport. The Service Desk is the entry point and ongoing single point of contact for all IT support related interactions. • Providing colleagues with the tools they need to...

  • Service Desk Analyst

    7 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Talent84 Ltd Full time

    Service Desk Analyst, NewcastleSalary £24,000Our national facilities client has an immediate opening for an enthusiastic team player to join their thriving service desk. Supporting almost 4,000 users, this is a fabulous opportunity for someone who is keen to start their career in IT Support.The successful candidate will ensure all issues and queries are...

  • Customer Service Team Leader

    6 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Page Personnel Secretarial & Business Support Full time

    Page Personnel are working with a well known business to recruit a Customer Service Team Leader to join their growing team in Newcastle Upon Tyne.Client DetailsPage Personnel are working with a well known business to recruit a Customer Service Team Leader to join their growing team in Newcastle Upon Tyne. This is a great opportunity for somebody with...

  • Temporary Service Desk Support

    7 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Office Angels Full time £12

    Admin. Secretarial and PA - Administrator Are you a customer service superstar with a passion for administration? Are you looking for a temporary position where you can put your skills to use and make a difference? We have an exciting opportunity for you Our client, a dynamic and forward-thinking organisation, is seeking a Service Desk Assistant to join...

  • Customer Service Team Leader

    6 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Page Personnel - UK Full time

    Opportunity to join an International leading business within their industry Competitive SalaryAbout Our Client:Page Personnel are working with a well known business to recruit a Customer Service Team Leader to join their growing team in Newcastle Upon Tyne. This is a great opportunity for somebody with Customer Service Team Leader to take their next step...

  • Desktop Support Team Leader

    6 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom The Newcastle upon Tyne Hospitals NHS Foundation Trust Full time

    To act as a team leader for a Desktop Support team at a single site, managing the day-to-day running of a team alongside the Trust Desktop Support Manager. Including but not limited to, appraisals, sickness & absence, in house training, workload management and rotas where applicable. Primarily support and manage a Desktop Support team providing on-site and...

  • Team Leader

    6 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom NFP People LTD Full time

    Team LeaderWould you like to Join a dedicated community team and help to enrich the lives of othersWe wish to recruit an experienced individual who is enthusiastic and driven, somebody who is able to go the extra mile and will provide a high quality service.Must hold a full drivers licencePosition:Team Leader Location:Newcastle and Gateshead Job...

  • Reception Team Leader

    7 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom ISS Facility Services Full time

    Reception Team LeadNewcastle upon TyneCompetitive salary with excellent benefits - please contact the recruitment team for this information although we don't advertise our salaries, you won't be disappointedAs Reception Team Leader, you will provide a world-class, client-facing Front of House service in line with the ISS vision.You will be an ambassador of...

  • Team Leader

    6 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom EG Group Full time

    Role: Cooplands Team LeaderLocation: Newcastle upon Tyne, NE1 4STHours: Part-Time/Full-Time Hours Available/ PermanentHourly Rate: £11.15 per hourCompany: EG GroupThis job is in Shiremoor, NE27 0SWhat will my role look like?We are looking for a dedicated Team Leader who can lead, inspire and motivate a team to join our welcoming Cooplands bakery Our Retail...

  • Team Leader

    6 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Cooplands Bakery Full time

    Role: Cooplands Team LeaderLocation: Newcastle upon Tyne, NE28 9NTHours: Part-Time/ PermanentHourly Rate: £11.15 per hourCompany: Cooplands Bakery This role has will be based in Newcastle upon Tyne, NE27 0SJ What will my role look like?We are looking for a dedicated Team Leader who can lead, inspire and motivate a team to join our welcoming Cooplands bakery...

  • Team Leader

    6 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom SSP Full time

    About the Role:**Team Leader - Starbucks Newcastle International Airport**Everyone regardless of age starts on £11.30 per hour.You may be wondering who are SSP? Well, we're one of the best kept secrets in Hospitality and Retail.You may not know us by name, but you will know us from our brands. We are the leading operator of restaurants, bars, cafes, food...

  • Team Leader

    7 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom SSP Full time

    Team Leader Team Leader at Millie's Cookies - Newcastle Blackett Bridge, Eldon Square CentrePay rate £10:30 per hour.You may be wondering who are SSP? Well, we're one of the best kept secrets in Hospitality and Retail.You may not know us by name, but you will know us from our brands. We are the leading operator of restaurants, bars, cafes, food courts and...

  • Team Leader

    7 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Bagel Factory Full time

    Team Leader needed in NewcastleCome on BoardWe are one of the leading bagel retailers in the UK, serving super-fresh bagels, tasty snacks, sweet treats, chilled drinks and bean to cup coffees.We are looking for an experienced, passionate, friendly, enthusiastic and self-motivated Team Leader to assist in the day to day running of our busy shops located in...

  • 1st Line Service Desk Support

    6 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Synergi Full time

    Up to £24,000- Ref: 19 Date Posted: Tuesday 27 Jun 2023This is a fantastic opportunity to join a leading cloud solutions and managed services business based in the North East. Synergi is an Award-winning technology provider working in the region and UK-wide with companies such as The AA, Highways England and Northumbrian Water. Synergi has seen substantial...

  • Helpdesk Customer Service Advisor

    6 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Carbon60 Global Full time

    Are you looking for an opportunity where you will be learning every day?Are you hardworking and ambitious?We are looking to hire a Help desk Customer Service Advisor for an industry leading FM provider. This is an excellent opportunity to join an organisation with great training and development opportunities.ROLE:Help desk Customer Service AdvisorPAY...

  • Regional Manager

    6 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Leader Group Full time

    The Leader Group are recruiting for a Regional Manager to oversee and support Children's Residential Homes across Yorkshire, Nottinghamshire and the North East.Working for a national organisation that has over 100 children's homes across the UK, with over 80% of their homes being rated 'Good' or 'Outstanding'.The Role: Act as the responsible individual under...

  • Team Leader

    6 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom WHSmith Full time

    Team Leader - WHSmith - Newcastle AirportContract Type: PermanentWorking hours: Fully Flexible including nightsAs a Team Leader in our Newcastle Airport store, you'll lead and inspire your team to provide exceptional customer service, meet business objectives and create a working environment that helps our colleagues to develop and achieve. We want you, our...

  • Weekend Team Leader

    6 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Stannah Full time

    We are recruiting for a Weekend Team Leader to join our Stannah Stairlift manufacturing facility in Newburn.As Team Leader you will be responsible for ensuring workload priorities are understood and communicated effectively to the team. Reporting to the Area Manager, you will coordinate daily output and team priorities.Working hours are Friday, Saturday and...

  • Team Leader

    7 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Be Caring Ltd Full time

    Be Caring Newcastle and Gateshead – LIFE (Learning Disabilities) Join Our LIFE Department: Care Coach and Team Leader Opportunities Are you driven by values, have a proactive attitude, and strong organisational skills? If so, we want you on our team At LIFE by Be Caring we're looking for passionate individuals to join our Learning Disabilities...