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IT Service Desk Team Leader

4 months ago

Shoreham by Sea, United Kingdom Clearline Recruitment Full time

**Responsibilities**
- Responsible for the line management and development of all individuals within the associated service desk tier, including the approval of annual leave, tracking absence, shift rota management etc
- Coordinate team technical training and development through analysis of ticket reporting
- Ensuring tickets are meeting all KPI’s e.g. response, fix, customer update frequency, call answer time etc
- SLT Management to ensure tickets are load balanced effectively across the team allowing for proactive management of workflow
- Ensure an excellent customer experience through accurate ticket management and progression throughout the team, driving regular and informative updates
- Instil continuous improvement of customer processes, highlighting areas of improvement and driving these through to completion
- Management of all escalation types and delegation of technical escalations to Senior Agents to ensure escalations are managed in line with process
- Ensure handovers take place each day between day and night shift teams
- Review and responded to negative CSAT responses with engagement with the customer and a plan to prevent future occurrences
- Conduct regular team meetings to provide key information that the Service Desk needs to be aware of, including but not limited to handover into service, key account information/changes
- Ensure the meetings are collaborative and any ideas or issues are taken forward and addressed as appropriate
- Ensure the team is following documented processes and address where there may be failure to do so
- Monitor and address Quality of tickets in line with the Quality Management process
- Develop a good working relationship with the wider leadership team who will provide details on process development
- Regularly update the Service Desk Managers on any high-level incidents/escalations in flight and support requirements
- Identify and monitor key customer account relationships
- Identify and raise any supplier concerns to your Service Desk Manager

**Requirements**:

- Proven ability to support a Service Desk as a Team Leader
- Able to delegate work efficiently and fairly across the team
- Ability to work to KPIs and instil these in a team
- Excellent communication skills both verbally and written
- Analytical and methodical problem-solving skills
- Be adaptable to change in processes and lead the change where required
- An ability to deliver clear and articulate information to customers and colleagues adjusting language and detail to suit the audience, whether it is verbal or written
- A detailed-oriented individual, who can estimate and prioritize effectively, to meet deadlines, organised, co-ordinated, and pro-active
- Demonstrate an ability to remain calm and composed whilst dealing with internal company pressure
- Be willing to go the extra mile for the sake of the customer and the business**Job Title**:IT Service Desk Team Leader

**Location**:Shoreham-By-Sea

**Salary**:£28,000 - £30,000 per annum

**Full Time**

**For more information, please contact Chris Gower at Clearline Recruitment.**

**Job Types**: Full-time, Permanent

**Salary**: £28,000.00-£30,000.00 per year

Schedule:

- Monday to Friday

Work Location: In person