Information Technology Service Desk Team Lead
3 weeks ago
Division: ICT Services
Department: Service Desk Operations
Location: Hybrid - Reading office 3 days per week (full 5 days in office while training)
Main Goal
To provide day to day supervision and support of the 2nd & 3rd Line ICT, UC and ECM support teams ensuring SLA’s are adhered to. To provide technical leadership, demonstrate industry best practices and align them to the ITIL framework through the design and documentation of all infrastructure.
Responsibilities/Tasks
- Work with Desk Service Manager to effectively support and develop the Incident Management Team on a day to day basis.
- To ensure adequate staffing levels and manage the workload of the team
- To develop a training programme to ensure appropriate levels of product knowledge
- To review, recommend and implement process to increase efficiency and effectiveness of the team
- To provide support and advice relating to calls and other operational issues to the Service and Support Teams
- To monitor SLAs ensuring they are adhered to highlighting any recurring issues
- To produce scheduled and ad hoc reports as required by management and the service owners
- To handle all 2nd & 3rd line technical queries received via phone, email, webchat or portal
- To provide support and resolve issues over the phone
- To escalate unresolvable issues to escalation teams as required
- To monitor call status and chase / escalate any outside of SLA for resolution
- To work with and support CSM in delivery of service stats as required
- To monitor call status and chase / escalate any outside of SLA for resolution
- To highlight and report on any areas of improvement
- Take ownership of any critical support escalations and drive forwards using
- ITIL Problem Management principles
- Any other tasks as directed
Knowledge, Experience & Skills
- Good understanding of IT Managed Services
- Experience of Team Leadership essential
- Excellent customer handling skills
- Ability to communicate service information to a varied and often senior audience
- Comfortable managing escalations
- Ability to prioritize work under pressure and strict deadlines.
- Good familiarity with IT systems, networks and databases
- Good general overall technical understanding of all new technologies
- Microsoft/VMWare/Cloud technologies
- Good understanding of PC hardware, Microsoft operating systems and networking
- History of working with server technologies
- Leadership skills - inspires respect and trust, and able to motivate the team to work to the best of their abilities
Competencies & Key Success Factors
- Be an ambassador for great customer service
- Knowledge of Kyocera devices an advantage
- Ability to manage escalations
- ITL Certification
What we can offer you
- Salary (Competitive)
- 25 days holiday (All statutory bank holidays relevant to regional country) – 1 extra day after 5 years. Part time/temporary employees is a pro rata equivalent.
- A buying and selling holiday scheme
- Life Assurance (4 x base salary)
- Pension Scheme – A total contribution of 8% – 5% Employer and 3% Employee.
- Company sick pay (1 week after 6 month probationary period in first year, 4 weeks in years 2-3, 8 weeks in years 4-5 and 13 weeks from year 6 onwards)
- Enhanced Maternity and Paternity leave
- Employee Assistance Programme
- Bike2Work Scheme – salary sacrifice scheme to purchase bikes at a discount
- Lifeworks – Access to discounts / perks
- EyeCare – Access to money off for glasses and sight test
Values:
The values that underpin the Kyocera Group are the 5 C’s- Communication, Courage, Commitment, Cooperation and Consciousness. It is our firm belief that employees should live by these values and we would expect that you should show your commitment to these values by carrying out your work fairly and honourably, respecting people, our work as a business, and both our local and global community.
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