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Service Desk Team Leader

4 weeks ago

Liverpool, United Kingdom Carpenters Full time

**Location**:
**Birkenhead & Liverpool**:
REFERENCE: 04/23/01

CLOSING DATE: 5/28/2024 12:00:00 AM

**Salary**:£30,000.00 - £35,000.00

**Hours**:37 per week

**Job Purpose**:
The Service Desk Team Leader will work towards the vision and strategy of Carpenters Group.

The role involves coordinating the work of the Service Desk teams as they provide support for Carpenters’ internal Legal and Insurance Case Management Systems, Windows desktop environments, 3rd party software and general end user infrastructure.

**Key responsibilities**:

- To support and lead the Service Desk Manager and Service teams and the software packages used in its day to day function
- To ensure successful progression of work to its satisfactory conclusion
- To work with the Service Desk Manager and other teams to achieve seamless and efficient escalation and transfer of incidents, putting the customer first at all times
- To manage customer expectations
- To ensure team members adhere to documented SLAs
- To assist and implement learning & development strategies, coaching & mentoring opportunities, and performance management plans for team members
- To lead team performance, create a positive working environment and motivate team members to perform well
- To maintain effective communications, meetings, appraisals & reviews, including 1 to 1s, with team members
- To support and manage shift patterns, holidays & other administrative functions for the Service Desk team
- To work with the Service Desk Manager and colleagues across functional teams to identify & implement service improvements
- To assist the Service Desk Manager and develop & maintain Service Desk processes, workflows and escalation policies and procedures, ensuring engagement with IT stakeholders
- To provide statistics and synopsis for inclusion in monthly board reports
- To support the Service Desk tool and administrative content, configuration and management
- To write and encourage the use of knowledge base articles to provide self-service facilities
- To build professional relationships with peers across the business and within the IT Teams
- To provide a communications conduit for major incidents and liaise with external customers and 3rd parties
- To raise the profile of the Service Desk within the business
- To assist with adherence to Inventory/Asset Management policies
- To contribute to the management of stockrooms and their contents, ensuring appropriate levels of stock are maintained, stock rooms are kept tidy and unnecessary procurement does not occur

**Experience & Knowledge**:

- Experience of working in a Service Desk environment
- Laser focused on providing a customer centric service
- Previous team leader experience if possible, but not essential
- In depth knowledge of Service Desk processes and procedures (ITIL)
- Act as a point of Escalation for the Service Desk teams
- Excellent communication skills
- Act proactively during major incidents and manage outages according to the major incident process
- Excellent communication skills
- ITIL Foundation certificate or higher

**Benefits**:

- Minimum 25 days’ holiday plus bank holidays - amend for CISL contracts
- Hybrid working model (in relevant role)
- 2 x Volunteering days to support charitable initiatives
- Matched Giving - up to £250 matched for personal charity fundraising for a registered charity
- Medicash cash plan - claim back dental / physio / optical appointments
- My Medicash App - including access to rapid digital physiotherapy and skin cancer screening assessments plus fitness videos and wellbeing tools
- Discounts and cash back on travel and shopping through Medicash extras
- Life Assurance Scheme (4 x salary)
- Pension scheme
- Funded driving theory test (in relevant role)
- Active network of Wellbeing Champions - providing mental health support
- Training and development opportunities
- Funded social events to connect with your colleagues
- Dress for your day policy

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