Service Desk Team Leader

2 weeks ago

Liverpool, United Kingdom Torus Group Full time

**Do you have experience of leading a Service Desk Team for a large organisation?**

**Are you looking for an exciting challenge to provide continual improvement and excellent service to the Business?**

An exciting opportunity has arisen for a Service Desk Team leader to join our team. As a Service Desk Team Leader, you'll play a crucial role in enhancing the IT support experience for our customers. Your main responsibilities would involve leading and guiding the service desk team to deliver top-notch support and maintain high levels of customer satisfaction. The fact that this new role has been identified as a key position highlights its importance in supporting the Service Desk Team and aligning it with the organization's strategic and corporate plans.

We are seeking an innovative individual with a customer-centric approach to support the team and our customers effectively, meeting operational and business needs. The Service Desk Team Leader will serve as the escalation point for 1st and 2nd Line Service Desk Analysts. They will be actively involved in the day-to-day activities of the team, acting as a mentor and ensuring clear, structured development plans for team members. Creating a positive working environment within the Service Desk will also be one of their key responsibilities. They should possess excellent communication skills, be results-oriented, and demonstrate problem-solving abilities to address challenges in the IT support landscape. Adaptability and flexibility are crucial as the IT industry is constantly evolving. Ultimately, we aim to find a Service Desk Team Leader who can inspire the team, promote a culture of continuous improvement, and ensure exceptional customer service for our users and business departments.

Experience is important, but it’s important your values align to ours. We are looking for confident colleagues, strong team players, who can demonstrate initiative, willingness to learn and possess great problem-solving skills.

If you have the skills and experience for the role, then this will be an exciting time to join our growing Service Desk team. We are dedicated to improving service delivery and implementing new processes. Your skills and experience will play a key role in this transformation. Join us to make a meaningful impact and be part of our journey towards excellence.

**This is an important role in which you will**:

- Lead the service desk team, creating a positive and supportive work environment. Your leadership will foster a great place to work by offering guidance, mentorship, and support to team members.
- Take responsibility for overseeing service-desk operations to ensure customers and business teams receive the support they require - ensuring service requests, incidents etc are addressed within SLA and monitored accordingly
- Assist the wider IT team in achieving their goals related to implementing new technologies and improving existing ones.
- Provide high quality ICT services in line with SLAs to all customers within a culture of openness, participation and performance.
- Support the Service Desk Manager in best practice for ongoing management and support of the Service Desk Team.
- Explore trends and recurring issues to find ways to look at a continual improvement to service provision working closely with the Service Desk Senior and Manager
- Continually measure, monitor and work to drive down incident levels and meet or exceed agreed targets with key performance indicators.

**To be successful in this role you will**:

- Possess a degree level IT qualification or have equivalent demonstrable IT Service Desk experience
- Display proven management skills, to lead and motivate a team of Service Desk Analysts
- Have a proven track record managing 3rd party suppliers, transforming processes to improve performance, based on intelligence led data and strong project management skills.

**What Can Torus Group Offer You**:
We offer a modern and inclusive workplace that is challenging, supportive and gives you room to grow your skills - along with a package of benefits that shows how much we value your contribution and care about your wellbeing, such as:

- 25 days holiday rising to 30 plus bank holidays (pro rata)
- Holiday purchase scheme
- Company Pension Scheme
- Company life assurance
- Car Lease Scheme

**About Torus Group - Torus Landlord**:
A growth and regeneration group with a strong social purpose, Torus works in partnership with Liverpool City Region and the North West to improve lives and create thriving, vibrant communities through support, investment, development and regeneration.

We own and manage around 40,000 homes in Warrington, St Helens, Liverpool and beyond, making Torus the region’s largest affordable housing provider.

Profits generated by group members Torus Developments and HMS are reinvested into our charitable arm Torus Foundation, a community anchor institution, to fund projects that build social capital and fulfil our missio

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