Team Leader, Service Desk

7 months ago

Peterborough, United Kingdom CDW Full time

**Description**

**ABOUT CDW**
CDW is a leading technology solutions provider to business, government, education and healthcare organisations in the United Kingdom, Canada, and the United States. Our fingerprints can be found on technology in workplaces of more than 250,000 companies: from start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small.

CDW prides itself on being ‘People Who Get IT’ and ‘People who get People’. Our relationships are fuelled by our deep expertise and grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes who you will learn from and forge strong relationships with. Bring your best true self—and your best ideas—to CDW. Because diverse perspectives bring forth better problem solving—and better solutions for our customers on a rapidly evolving technology landscape.

**JOB SUMMARY**
Provide leadership, guidance and support to a team of service desk analysts and assist the Service Desk Manager in their responsibilities. Ensure company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service. Endeavour to provide all CDW customers with the best level of customer service and support. Maximise productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targets

**KEY RESPONSIBILITIES**
- Provide leadership, guidance and support to a team of service desk analysts
- Develop and coach team members to improve performance, as well as achieving their career aspirations through 121s and coaching sessions
- Identify and deliver training and development needs in line with company procedures
- Develop, grow and maintain professional working relationships with all internal and external stakeholders and customer equivalents
- Responsible for the upkeep and quality of the knowledge base for the team
- Ensure customer escalations are handled in a timely manner including providing/implementing corrective actions
- Ensure company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service
- Set high quality standards and monitor as part of monthly QA, ensuring this is met via appropriate assessment methods
- Quality Assurance of Incident Management by spot checking Incidents and providing Analysts with documented feedback
- Ensure that there is continual service review and improvement of all processes and procedures
- Maximise productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targets
- Through monitoring, management and contribution ensure the team achieve and exceed relevant SLAs, OLAs and KPI’s
- Identify and escalate any potential breach of service level or risk to CDW where possible mitigating breach and managing to resolution
- Provide relevant stakeholders within Services with ad hoc reports
- The above is not an exhaustive list of duties and you will be expected to perform different _asks as necessitated by your changing role within the organisation and the overall business _objectives of the organisation._

**QUALIFICATIONS, SKILLS AND EXPERIENCE**
- Awareness of ITIL methodologies and best practice
- Knowledge of the working practices of the area responsible for
- Good working knowledge of Microsoft Word, Excel and Outlook
- Previous supervisory experience

**ESSENTIAL ATTRIBUTES**
- A real passion for people management and development in a large team
- A passion to deliver excellent service with service level management and experience
- Previous people management experience
- Driven, motivational, professional leader, with a ‘can-do’ attitude at all times
- Effective communication and interpersonal skills with internal and external stakeholders with the ability to confidently deliver presentations
- Creative and innovative problem-solving skills with an inquisitive nature
- Analytical with attention to detail
- Ability to work as a team to support and influence team members
- A desire to take ownership and accountability to see your work through to resolution
- Ability to work under pressure and to tight deadlines
- A patient, tolerant and supportive team member

**CUSTOMER FOCUS AND WAYS OF WORKING**
- Each coworker is accountable for their actions and is required to exercise good judgment in everything they do. Part of that responsibility includes ensuring that you understand and live up to the values and standards we set for ourselves in the CDW Way, the CDW Way Code (our code of ethics and business conduct), the Information Management System (IMS), and all other policies and procedures relevant to your role.
- Each coworker has a responsibility to ask questions when they are unsure of CDW’s va

  • Service Desk Team Leader

    6 months ago

    Peterborough, United Kingdom CDW Full time

    **Description** Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we’re the driven professionals and technology experts companies turn to most to solve their IT challenges. CDW is a leading multi-brand provider of information technology...

  • Service Desk Team Leader

    6 months ago

    Peterborough, United Kingdom CDW Full time

    **Description** Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we’re the driven professionals and technology experts companies turn to most to solve their IT challenges. CDW is a leading multi-brand provider of information technology...

  • Service Desk Team Leader

    6 months ago

    Peterborough, United Kingdom CDW Full time

    **Description** ABOUT CDW CDW is a leading technology solutions provider to business, government, education and healthcare organisations in the United Kingdom, Canada, and the United States. Our fingerprints can be found on technology in workplaces of more than 250,000 companies: from start-ups to international conglomerates. With the breadth of products...

  • Service Desk Team Leader

    6 months ago

    Peterborough, United Kingdom CDW Full time

    **Description** ABOUT CDW CDW is a leading technology solutions provider to business, government, education and healthcare organisations in the United Kingdom, Canada, and the United States. Our fingerprints can be found on technology in workplaces of more than 250,000 companies: from start-ups to international conglomerates. With the breadth of products...

  • Service Desk Shift Leader

    6 months ago

    Peterborough, United Kingdom CDW Full time

    **Description** ABOUT CDW CDW is a leading technology solutions provider to business, government, education and healthcare organisations in the United Kingdom, Canada, and the United States. Our fingerprints can be found on technology in workplaces of more than 250,000 companies: from start-ups to international conglomerates. With the breadth of products...

  • Shift Leader, Service Desk

    6 months ago

    Peterborough, United Kingdom CDW Full time

    **Description** **ABOUT CDW** CDW is a leading technology solutions provider to business, government, education and healthcare organisations in the United Kingdom, Canada, and the United States. Our fingerprints can be found on technology in workplaces of more than 250,000 companies: from start-ups to international conglomerates. With the breadth of...

  • Driver Team Leader

    6 months ago

    Peterborough, United Kingdom Leader Online LTD Full time

    **Key Responsibilities**: Note: Below are some key, core areas. The list is not exclusive or comprehensive. - Health and Safety of yourself and others. To carry out all activities in a manner that promotes safety to yourself and your colleagues. - Lead the team to ensure all daily deliveries are completed. - Ensure accurate loading, unloading, and delivery...

  • Driver Team Leader

    6 months ago

    Peterborough, United Kingdom Leader Online LTD Full time

    **Key Responsibilities**: Note: Below are some key, core areas. The list is not exclusive or comprehensive. - Health and Safety of yourself and others. To carry out all activities in a manner that promotes safety to yourself and your colleagues. - Lead the team to ensure all daily deliveries are completed. - Ensure accurate loading, unloading, and delivery...

  • Service Desk Supervisor

    6 months ago

    Peterborough, United Kingdom CDW Full time

    **Description** ABOUT CDW CDW is a leading technology solutions provider to business, government, education and healthcare organisations in the United Kingdom, Canada, and the United States.Our fingerprints can be found on technology in workplaces of more than 250,000 companies: from start-ups to international conglomerates. With the breadth of products...

  • Service Desk Supervisor

    6 months ago

    Peterborough, United Kingdom CDW Full time

    **Description** **ABOUT CDW** CDW is a leading technology solutions provider to business, government, education and healthcare organisations in the United Kingdom, Canada, and the United States. Our fingerprints can be found on technology in workplaces of more than 250,000 companies: from start-ups to international conglomerates. With the breadth of...

  • Service Desk Team Member

    4 days ago

    Peterborough, Peterborough, United Kingdom CV-Library Full time

    Job Description:CV-Library is a leading job board in Peterborough, Cambridgeshire, and we are looking for a skilled Service Desk Team Member to join our team. As a hybrid role, you will split your time between working from home and our office.Responsibilities:Work as part of a project-based team and resolve technical IT issues at the first and second...

  • IT Support and Service Desk Operator

    4 weeks ago

    Peterborough, Cambridgeshire, United Kingdom Global Technology Solutions Ltd Full time €15

    Hungarian and English speaking Service Desk Location Hampton, Peterborough Pay - £15 per hour, after 3 months goes up to £17.Contract 3 months with potential extensions 5 hours a day, between 06:00 and 18:00 maximum of 2 weekends a month, get the days back in the week. fluent in Hungarian and English speaking, with strong all round communication...

  • Senior Service Desk Analyst

    2 months ago

    Peterborough, United Kingdom CV-Library Full time

    Taylor Rose is a Top 60 Law firm with a national footprint across the UK. We are committed to developing our employees and to delivering outstanding service to our customers. Our vision is to continue to deliver #smart #modern #law and to embrace and develop our employees through their career. We are seeking a Service Desk Analyst and a Senior Service Desk...

  • IT Service Desk Technician

    12 hours ago

    Peterborough, Peterborough, United Kingdom Cooper Lomaz Full time £20

    Job DescriptionWe are looking for an experienced IT Service Desk Technician to join our team in Peterborough. The successful candidate will be responsible for resolving technical IT-related issues at 1st and 2nd line level, working as part of a project-based team.The ideal candidate will have experience in 1st line support, previous IT Service Desk...

  • Service Desk Analyst

    1 month ago

    Peterborough, United Kingdom CV-Library Full time

    Service Desk Analyst (Early shifts) Hybrid / Peterborough after training is completed (4-6 weeks) 6-month contract starting at 1st of January (likely to extend & paid weekly) 37.5 hours per week - overtime available Rotating Shift Pattern - Weekend work is required on a rotational basis. £15.18 Per hour - To umbrella company Working as part of a...

  • Service Desk Analyst

    1 week ago

    Peterborough, United Kingdom Cooper Lomaz Recruitment Ltd Full time

    Service Desk Analyst (Late Shifts) Hybrid / Peterborough office- 2 days in office. Only after training is completed (4-6 weeks) 6-month contract starting at 1st of January (likely to extend & paid weekly) 37.5 hours per week - overtime available Hours between Midday and Midnight Weekend work is required on a rotational basis Working as part of a...

  • Service Desk Analyst

    4 days ago

    Peterborough, United Kingdom Cooper Lomaz Recruitment Ltd Full time

    Service Desk Analyst (Late Shifts) Hybrid / Peterborough office- 2 days in office. Only after training is completed (4-6 weeks) 6-month contract starting at 1st of January (likely to extend & paid weekly) 37.5 hours per week - overtime available Hours between Midday and Midnight Weekend work is required on a rotational basis Working as part of a...

  • Service Desk Analyst

    1 month ago

    Peterborough, United Kingdom CV-Library Full time

    Service Desk Analyst (Late Shifts) Hybrid / Peterborough office- 2 days in office. Only after training is completed (4-6 weeks) 6-month contract starting at 1st of January (likely to extend & paid weekly) 37.5 hours per week - overtime available Hours between Midday and Midnight Weekend work is required on a rotational basis Working as part of a...

  • IT Service Desk Analyst

    4 days ago

    Peterborough, Peterborough, United Kingdom CV-Library Full time

    About the Role:CV-Library is a dynamic company in Peterborough, Cambridgeshire, and we are seeking a skilled IT Service Desk Analyst to join our team. As a hybrid role, you will work from home and our office, resolving technical IT issues at the first and second levels.Key Tasks:Resolving technical IT issues at the first and second levelsParticipating in...

  • Service Desk Analyst

    1 month ago

    Peterborough, United Kingdom Cooper Lomaz Full time

    Service Desk Analyst (Late Shifts) Hybrid / Peterborough office- 2 days in office. Only after training is completed (4-6 weeks) 6-month contract starting at 1st of January (likely to extend & paid weekly) 37.5 hours per week - overtime available Hours between Midday and Midnight Weekend work is required on a rotational basis Working as part of a...