Global Service Desk Team Lead

2 weeks ago

Reading, United Kingdom ESP Global Full time

To lead the Shift Team's performance, productivity, utilisation, and workloads
- Provide supervision, coaching and mentoring to all members of the shift team
- Act as the initial point of contact for all on-shift staff to reduce escalations

Over the last 30 years as a provider of bespoke global support services, ESP has thrived based on innovation and our ability to adapt to our customer needs.

Thanks to our people and their hard work and dedication, we have been able to win major contracts and to meet the demands of such significant contracts, we are revitalizing the way in which we provide our Global Service Desk solutions through expansion within all global hub locations.

**Role Purpose**

To lead the Shift Team’s performance, productivity, utilisation, and workloads across all roles, ensuring that all contractual service levels are achieved, and high levels of customer satisfaction are maintained

This role & team support a major global aviation customer account.

**A snapshot of what you will be doing**:

- To lead the Shift Team’s performance, productivity, utilisation, and workloads, ensuring that all contractual service levels are achieved, and high levels of customer satisfaction are maintained.
- Provide supervision, coaching and mentoring to all members of the shift team, carrying out monthly 121's and working with the Quality Management Team to address areas for improvement and recognising outstanding performance, and providing written feedback to the Global Service Desk Manager.
- Act as a role model and coach to all members of the shift team, leading by example, to demonstrate high standards of performance and customer service.
- Manage the balance of resources across the shift, ensuring that workloads / tickets are correctly prioritised and break-time cover is scheduled appropriately to ensure that all Global Service Desk tasks are appropriately resourced to achieve contractual SLAs.
- Act as the initial point of contact for all on-shift staff with the aim of reducing the need for escalation to the Global Service Desk Manager.
- Act as the initial point of escalation for customer queries and complaints where these cannot be managed by the Global Service Desk shift.
- Manage all high priority calls and Major Incidents for P1’s, P2’s or escalations during the shift; ensuring customer specific processes are followed and timely escalations are in line with process.
- Conduct a detailed handover at the start and end of every shift to enable the next shift team to continue call management in the most efficient way and provide seamless support to the customer.
- Pro-actively carry out ticket management in a priority order, with the goal of reducing tickets that are “in jeopardy” of breaching contractual obligations as well as managing customer expectations and act as the first point of internal escalation to facilitate a speedy resolution within the Shift Team.
- Conduct queue management to ensure all tickets are assigned quickly and accurately to ensure contractual response SLAs are met.
- Utilise and update the ESP Knowledge Base to maximise the speed of resolution and improve customer satisfaction.
- Own tickets throughout your shift and ensure defined Incident and Request Management processes are being followed and are working as intended.
- Maintain a high level of customer service always to provide an excellent customer experience.

**What are we looking for?**
- Minimum of 2 years’ Global Service Desk experience required.
- ITIL Foundation awareness.
- Strong knowledge and understanding of IT Service Management ticket management systems.
- Results focused with ability to measure, analyse, and drive performance against KPIs.
- Detailed, methodical, and logical approach to problem solving.
- Able to quickly digest data, analyse issues, devise, and execute action plans as appropriate.
- Excellent written and verbal communication skills

ESP offers a basic salary between £30,000-£35,000 + shift allowance + Pension + Life assurance + access to ongoing training & career development

Working hours are - 4 on 4 off, days and nights, 07:00 - 19:00, 19:00 - 07:00

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