IT Service Desk Team Lead
3 weeks ago
**Job Summary**:
The Service Desk Team Leader is a key role within Service Management in Technology & Engineering. They are responsible for managing, supporting, and coaching a team of Service Desk Analysts. The Service Desk Analyst is the first point of contact into the IT Department for user specific IT issues. The team aims to successfully diagnose and resolve >70% of user IT and technical issues first time, referring to the 2nd or 3rd line support team for more complex issues. The team answers and logs user queries and service requests, providing resolutions to simple and intermediate issues.
The Service Desk Team Leader is responsible for overseeing the day-to-day effectiveness of service provision. Ensuring that all KPI’s, SLA’s are achieved. Whilst adhering to best practice, standard operating procedures, and providing an excellent level of customer service to Domestic & General’s global user base.
The Service Desk Team Leader will act as a point of escalation for business users and Service Desk Analysts.
The Service Desk Team Leader creates and supports the strategic initiatives of the function; participating in the success of the operation by identifying gaps and overall improvements for the function; coordinating site-based activities; evaluate business trends and make recommendations to improve operational efficiencies; participate on, and possibly lead, work groups and committees.
**Responsibilities**:
Ensure 24/7 global coverage for all support functions, including OOH Service Desk support.
Manage 3rd party Service Desk support suppliers, conducting regular reviews on service performance, with the support of the BSM.
Manage, coach, and develop the Service Desk Analysts.
Take ownership of issues and manage them through to successful resolution.
Analyse, design and implement process improvement changes across the Service Desk function.
Document technical ‘fixes’, standard operating procedures and ensure the knowledge base is updated.
Review efficiency of support functions.
Develop and manage support practices for all front-line services.
Provide regular written Service updates to Key Tech and Engineering stakeholders.
Generate and manage quality control reports, management reports, status reports and system assessment reports.
Coordinate and liaise with BSM and Service Control Managers with Major Incident, Problem management and continual service improvement.
Coordinate with external vendors and other operations personnel to manage the development of support functions.
Identify opportunities for service improve plans, carrying out improvement initiatives with assistance from the wider service delivery area.
Attend Change, service design and product team meetings offering insight to ensure smooth delivery and continuity of service.
Assist with the resolution of open problem investigations when required.
Opportunities are provided to work on additional projects with other areas of T&E for personal development.
**Skills**:
Experience in Customer Service or Service Desk role at team leader level or equivalent.
Experience of coaching and developing employees using management best practice techniques.
Be IT literate with the ability to grasp technical concepts, use initiative and solve problems.
Strong collaboration skills and an interest in developing a strong network.
Ability and aptitude to pick up new technologies or procedures.
Excels in being able to communicate confidently and clearly on conference
Analytical thinker. Decision-maker with a focus on action and outcomes, driving results, able to prioritise workload accordingly.
Can handle pressure in a calm and professional manner with the ability to pick up the pace during major outages.
**Knowledge**:
Excellent knowledge of contact centre systems, structure, technology, and processes.
Working knowledge of all areas of the Business.
Experience of using call logging software, ideally ServiceNow
Understanding of ITIL processes.
Basic understanding of industry standard technologies and infrastructure such as: networking, cloud storage, middleware, databases and virtual infrastructure.
**Experience**:
At least one year experience in a Customer Service or Service Desk team leader role or equivalent.
Managing, coaching, and developing a team of minimum 5 direct reports.
Experience of using of key D&G contact centre systems.
Experience of using call logging software, ideally ServiceNow and JIRA.
Experience working in ITIL processes that interface with Incident Management.
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