Service Desk Team Leader

6 months ago

StokeonTrent, United Kingdom bet365 Full time

**Overview**:
**Technology**:
**Full Time**:
**Closes 13/09/23**:
**Stoke-on-Trent**:
**Full Time**:
**Closes 13/09/23**:
**Who we are looking for**:
A Service Desk Team Leader to oversee the provision of 1st line internal customer service and resolution of IT related issues that our users encounter in their day to day roles.

You will work directly with our service desk management team who are located at our offices based in Stoke-on-Trent and Manchester, while being responsible for the day to day running of our Stoke-on-Trent based Service Desk team.

You will generate reports and statistical information for management and call monitoring, whereby quality and accuracy is measured using specific criteria and metrics, with the aim of providing effective coaching and feedback.

With new initiatives and technology being introduced into the team, we are looking for a passionate, self-motivated individual that can help shape and spearhead the integration, while contributing to the overall continuous service improvement plan.

You will be expected to build effective working relationships with the department and key business stakeholders.

**Preferred skills and experience**:

- Excellent communication and interpersonal skills.- Ability to multi task and manage multiple streams of activity.- Forward thinking.- Excellent time management skills with ability to meet deadlines.- Desire to help develop others.- Good documentation skills.- Flexible, hands on, positive attitude towards work.- Previous experience in an IT Support environment.Read more

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**Main Responsibilities**:

- Prioritising and managing the workload of technicians, ensuring that their work is completed in a timely manner.- Taking responsibility for the resource planning of the Service Desk, ensuring it is sufficiently covered 24/7 and during peak periods.- Monitoring quality of work against agreed performance criteria and, as a result, identifying training requirements.- Conducting regular coaching, review, feedback and briefing sessions.- Acting as a point of escalation for the team.- Ongoing development of the training plan in order to train new recruits to a consistent standard.- Ensuring all procedural documentation, articles and guidelines remain up to date, accurate and are adhered to.- Producing management reports and KPI statistics.-
- Increasing efficiency via automation or manual tasks, reducing complexity and making recommendations to improve the customer experience.Read more

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