Service Desk Team Leader

3 weeks ago

Oxford, United Kingdom Mitie Full time

Mitie was founded in 1987, Mitie is the UK’s leading facilities management and professional services company, looking after a large, diverse, blue-chip customer base, from banks and retailers, to hospitals, schools and government offices. Mitie has over 77,000 people, 100+ office locations, and thousands of customers across the country, there’s no limit to what you can achieve if you work for us.
- Service desk team leader
- Shift Service Desk Operative

**Service desk team leader**

**Job Objectives and Responsibilities**
- To ensure the effective planning of reactive tasks and the using Maximo and Click CAFM tools
- Prepare schedule to maximise utilisation for appropriately skilled engineers to achieve job SLAs each day.
- To identify areas of risk to KPIs and raise with management to take action to eliminate, reduce or transfer the risk of failing SLA's
- To carry out duties in compliance with MITIE Technical Facilities Management Ltd Policies and Procedures
- To perform tasks in a professional manner to a suitable standard to meet both Client and MITIE expectations
- Compliance with Health and Safety policy/legislation
- To ensure that so far as is reasonably practicable MTFM reacts efficiently and effectively in line with client SLA's and KPI's
- Manage the relationships for third party access sites, ensuring correct adherence to site rules and costs are monitored and escalated accordingly
- Ensure that the reactive updates are as per contract.
- Help the Service Desk Manager with Reporting.
- Report/escalate to Access Lead examples of multiple access blockers/denials
- Management and ownership of reactive tickets
- Form Part of the Service Desk Manager succession planning.
- Take the lead on RW functions set out by the Service Desk Manager.

**Main Duties**
- To complete all engineer work schedules and communicate these to the engineering teams daily, weekly, and monthly
- Effective utilisation, efficiency, and productivity of the field engineers
- Help to cover annual leave on the service desk, or any other absences
- High levels of communication with the Engineers, Supply Chain and Triage
- Excellent forward planning.
- The effective planning and utilisation using standard times and scheduling tool to aid the completion of all works within the month.
- Meeting and where possible exceeding all SLAs for Attendance and Completion.
- Regular communication with the Service Desk Manager on issues with engineers and assistance in ensuring the plan is as optimal as possible.
- Communication with the Service Desk Manager on decisions regarding subcontracting and re-allocate accordingly to the Supply Chain
- In addition to the duties and responsibilities outlined you may be required to perform other duties assigned and requested by the Service Desk Manager.
- To administer all helpdesk calls in line with site specific SLA's with the client's phone system ININ
- To escalate outstanding jobs ensuring all tasks are mitigated
- To oversee items produced in Maximo, such as the quality of narrative and accuracy of information

**Person Specification**

**Skills & Behaviours**
- Reliable and ability to get on with others, with excellent verbal reasoning skills
- Experience of daily interaction and workload management of engineers
- Co-ordination and Planning skills - excellent organisational skills and ability to prioritise workload.
- Ability to communicate professionally and effectively, both verbally and in writing, within all levels of the business and to external parties.
- Customer Care - Capable of delivering results and meeting customer expectations
- Commercially aware with a clear focus on high quality and control of cost
- Self-motivated, tenacious and result-oriented with a positive outlook
- Calm under pressure
- Assertive

**Qualifications & Experience**
- Understanding of supply chain/basic planning process (order, production, delivery)
- Microsoft Intermediate Excel skills
- Knowledge of Maximo system.
- A minimum of 2 years relevant experience in a helpdesk role, using business in-house systems together with Microsoft packages
- A knowledge of the hard services and facilities management sectors is desirable
- Educated to A Level standard or equivalent business is desirable

  • Service Desk Team Leader

    2 weeks ago

    Oxford, United Kingdom Air IT Full time

    **Service Desk Team Leader** Oxford, Oxfordshire We’re Air IT, an incredible MSP with the history and expertise to provide an amazing array of services and a bright future ahead of us. We’ve grown a lot since our beginning back in 2005. We’re proud to have brought together nine leading companies as a family, with more on the horizon. Now, with an...

  • Service Desk Team Leader

    2 weeks ago

    Oxford, United Kingdom Morgan Fraser Group Limited Full time

    **Service Desk Team Leader** - Manage the day-to-day workload of the Service Desk Technicians, assigning tasks and monitoring deliverables while offering support, development, and leadership to the team - Proactively seek continuous improvement to all aspects of service desk delivery. - Take ownership of escalated service desk issues. - Plan and coordinate...

  • IT Service Desk Team Leader

    7 months ago

    Oxford, United Kingdom HOLT EXECUTIVE Full time

    South East, Oxfordshire, Oxford, UK - Competitive - Permanent - V-32552 Holt Executive are currently partnered with a global leader in Space and Satellite sustainability, a dynamic and rapidly growing technology innovator who are making hugely positive contributions to the growing problem of orbital space debris. They require an **IT Service Desk Team...

  • Team Leader

    2 weeks ago

    Oxford, United Kingdom Team Brain Injury Full time

    Shift Pattern: 36 hours per week, Team leader will work a mixture of both days, nights and weekends on a rolling basis to work with each team member. Team Brain injury have been providing care and support for Children and Adults with Acquired and Traumatic brain injury in the South of England for 17 years. We are looking for a team leader to support our...

  • Service Desk Administrator

    3 weeks ago

    Oxford, United Kingdom Oxford Health NHS Foundation Trust Full time

    We are looking for an enthusiastic and committed individual to join our pool of Service Desk Administrators, who can work well in a team but autonomously when required. The Service Desk provides first level support to staff relating to HR Systems and pay. Duties include responding to staff queries received by telephone or through the service desk portal,...

  • Service Desk Analyst

    2 weeks ago

    Oxford, United Kingdom The People Network Full time

    Service Desk Analyst Service Desk Analyst required on a permanent basis for an exciting MSP based near Oxford. As a Service Desk Analyst, you will act as an initial point of contact for external and internal customers providing support to users across the business landscape. Asa Service Desk Analyst, you can expect to receive the following remuneration...

  • Service Desk Technician-onsite

    2 weeks ago

    Oxford, United Kingdom Technet IT Recruitment Limited Full time

    **Service Desk Technician - Onsite** **Oxford** **Salary £25000** Site-based Service Desk Technician required to join a high performing experienced team in Oxford **Some of what you will be doing**: - Performing problem diagnosis and guiding users in a desktop support environment - Providing technical solutions in a customer-centric manner -...

  • Service Desk Operations Manager

    4 weeks ago

    Oxford, Oxfordshire, United Kingdom Oxford University Hospitals NHS Foundation Trust Full time

    About the RoleThe Oxford University Hospitals NHS Foundation Trust's Service Desk team is looking for a skilled Service Desk Analyst to provide technical support to customer organizations. The successful candidate will be responsible for investigating technical issues, resolving or re-routing support tickets as necessary, and contributing to first-time...

  • Service Desk Engineer

    3 days ago

    Oxford, United Kingdom Network IT Careers Full time

    Role: Service Desk Engineer Location: Shrivenham (Fully On-Site)Working Arrangement: Shift-Based (including Nights, Weekends and Bank Holidays) Salary: £26,000 - £30,000 (with rotational shift allowance)Network IT are looking for a Service Desk Engineer to join our clients prestigious 24/7/365 IT Support function. This is a fantastic opportunity for...

  • IT Service Desk Technician

    4 weeks ago

    Oxford, Oxfordshire, United Kingdom Oxford University Hospitals NHS Foundation Trust Full time

    About the RoleWe are looking for an IT Service Desk Technician to provide first-line technical support to our customers. As a key member of the team, you will be responsible for troubleshooting and resolving technical issues efficiently.

  • Front Desk Supervisor

    2 weeks ago

    Oxford, Oxfordshire, United Kingdom Malmaison Belfast Full time

    Malmaison Belfast: A Career in Luxury HospitalityWe are seeking a highly skilled Front Desk Supervisor to join our team at Malmaison Belfast. As a key member of our hospitality team, you will be responsible for ensuring exceptional customer service and delivering an outstanding experience for our guests.The ideal candidate will have a proven track record in...

  • Business Support Team Leader

    2 weeks ago

    Oxford, United Kingdom Service Care Full time

    Business Support Team Leader needed with Oxfordshire County Council **Start** **Date**: - ASAP **Location** - Oxford **Duration** - initially 3 months **Hours** **per** **week** - 37 hours per week **Salary** - £19.45 ltd an hour *** **Description**: - To provide leadership and management to business delivery staff that work across the children,...

  • Team Leader

    1 week ago

    Oxford, United Kingdom Select Service Partner UK Ltd Full time

    SSP UK Team Leader / Duty Manager at Greggs - Oxford station.Pay Rate: £12.22 per hourShift Pattern: Full-time, scheduled between 6am and 9pm including weekends.Due to some responsibilities within the Duty Manager (Team Leader) role, applicants will need to be 18 years of age or over to perform certain tasks or work on certain shifts and will be...

  • Team Leader Lawyer

    2 weeks ago

    Oxford, United Kingdom Service Care Solutions - Legal Full time

    Service Care Legal are currently working alongside a Local Authority, based in **Oxfordshire**, which is in need of an experienced **Commercial Property Lawyer** to head up **their Major Projects team**. This is an exciting opportunity to manage a well oiled and cohesive team at a fast-paced Local Authority. ROLE: Team Leader Solicitor - **Major Projects,...

  • Service Team Leader

    7 months ago

    Oxford, United Kingdom ACS Performance Full time

    Reference: HLacs1141 Location: Oxford **Salary**: £50,000 - £60,000 per annum The successful **Service Team Leader **will have a varied & dynamic role, responsible for managing a team of approximately 10 service engineers. The role will include but no limited to: - Monitoring and optimizing personal stock levels of staff - To ensure that all reporting...

  • 1st Line Service Desk Engineer

    2 weeks ago

    Oxford, United Kingdom Air IT Full time

    **1st Line Service Desk Engineer** Oxford Competitive Salary Plus Extensive Benefits (see below) We’re Air IT, an incredible MSP with the history and expertise to provide an amazing array of services and a bright future ahead of us. We’ve grown a lot since our beginning back in 2005. We’re proud to have brought together nine leading companies as a...

  • 1st Line Service Desk Engineer

    2 weeks ago

    Oxford, United Kingdom Air IT Full time

    **1st Line Service Desk Engineer** **Oxford** **Full time, permanent** We’re Air IT, an incredible MSP with the history and expertise to provide an amazing array of services and a bright future ahead of us. We’ve grown a lot since our beginning back in 2005. We’re proud to have brought together nine leading companies as a family, with more on the...

  • Support Analyst, Service Desk, 1st

    3 weeks ago

    Oxford, United Kingdom Corriculo Ltd Full time

    **Support Analyst, Service Desk, 1st / 2nd line, Desktop Support** If you are a keen, enthusiastic and personable Support Analyst or Service Desk Analyst looking for a varied role within a dynamic SME environment, then this is a newly-created opportunity to join a highly-successful, healthcare-focused charity. Whilst the position is offered on a...

  • Senior Service Desk Technician

    4 weeks ago

    Oxford, Oxfordshire, United Kingdom Wales Medicines Strategy Group Full time

    As a Senior Service Desk Analyst at Oxford University Hospitals NHS Foundation Trust, you will be responsible for providing high-quality technical support to staff members.Main DutiesRespond to IT-related queries and requests in a timely and professional manner.Work collaboratively with the IT team to resolve complex technical issues.The estimated salary for...

  • IT Service Desk Technician

    4 weeks ago

    Oxford, Oxfordshire, United Kingdom CV-Library Full time

    Job Overview:IT Service Desk TechnicianMain Responsibilities:To handle and resolve IT-related issues and customer requests promptly and efficiently.Complete administrative tasks, such as paperwork and documentation.Maintain accurate records of site information using IT Service Management tools.Ensure adherence to best practices and change control...