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Service Desk Team Leader

4 months ago

Leeds, United Kingdom TIEVA Full time

Job Title: Service Desk Team Leader

Location: Leeds

**Salary**: £35-£40k

**Job Type**: Full Time / Permanent

**_Are you a confident leader who can bring the best out of your team?_**

**_
Are you an experienced IT Leader?_**

**If yes, then let’s get to the important stuff**

**The Role**:
Supervising the reactive Service Desk team, being lead for technical escalation, mentoring and supporting colleagues. Making a significant difference to customer satisfaction. Attending service review meetings, identifying service trends and working with the team to investigate problem management.
- Be “customer facing” and the point of contact for incidents that require technical solutions and take ownership.
- Managing escalated service tickets from service desk staff and following through to resolution.
- Ensuring service tickets are allocated, worked on, and closed in line with contractual SLA’s and team KPI’s
- Gather regular feedback from the Business on the quality of service and incident management, develop and execute service improvement plans based on the analysis of feedback.
- Reporting on trend analysis and raising problem management tickets to reduce incidents.
- Resource capacity planning.
- Supporting and mentoring colleagues including implementing PDP’s.
- Ensuring regular 121’s are maintained within the team, influencing them in a positive manner. Deputising for the Group Service Desk Manager where necessary.
- Proven experience in supervising a team with the ability to meet customer support requirements to match and exceed expectations.
- An understanding of Service Desk support issues and expectations of when to escalate incidents.
- Ability to prioritise and multi-task to manage resources effectively.
- Excellent customer service skills to communicate technical support issues in a non-technical manner with patience and care.
- Possess a collaborative personality and be open to suggestions from team members.
- Have good knowledge of industry protocols and best practices.

**What you’ll get in return**:
**Financial**
- Life Insurance
- Pension
- £1000 refer a friend bonus.
- Generous uncapped commission scheme (sales role)
- Free will-writing service
- Long Service Awards (financial and time rewards)
- Electric Car Scheme (salary sacrifice)
- Cycle to Work Scheme (salary sacrifice)
- IT Purchase Loan Scheme
- Financial Wellbeing Tool
- Pension Surgery (consultation with a financial advisor)
- Discount scheme (retail, experience days etc.)

**Health and Wellbeing**
- Private Medical Insurance
- Employee Assistance Programme -for you and your family (Counselling, legal advice, career coaching, financial support)
- Digital GP
- YuLife Wellbeing platform
- Gym membership contribution
- Gym time
- Yoga -Free onsite yoga
- Eye tests
- Flu jabs
- Fruit basket -per floor stocked weekly
- Mental Health First Aiders

**Time off**
- Holidays -above statutory increasing with service, plus 8 bank holidays
- Birthday benefit -Have your birthday off on us
- Enhanced Maternity Pay
- Enhanced Paternity Pay
- Compassionate Leave
- Jury Duty

**Perks**
- Welcome goodie bag.
- Company apparel
- Free staff parties
- Incentives -Competitions and prizes including trips.
- Staff awards
- Culture Team events

**Environment**
- Free onsite parking
- New refurbed office -Table tennis, table football, games consoles, multi-faith room, fully stocked bar, outdoor eating area, smoking shelter.

**Why choose TIEVA?**

We’re not your average technology company, we reward innovation and outside the box thinking. A career at TIEVA means giving you the opportunity to shape your future. We will provide you with all the tools you need to succeed, this isn’t just the basics, we are talking about the latest automation technology, weekly campaigns, holidays, prizes, and team incentives.

**_
Further, faster_**:

- We know it’s important for you to keep moving forward, that’s why you’ll have the very best training opportunities. We invest heavily in our teams, culture, environment, and values which is reflected in us holding an Investors in People Platinum Standard accreditation and by us continuing to develop talent from within.

**_
More than technology_**-TIEVA is a leading IT solutions and services provider operating within all industries. We have experienced phenomenal growth by adopting a people-first approach and providing exemplary service to our customers.

**_
Real world, real career_**:

- Our team’s key focus is to deliver world class services & the best in technologies. You will work with the team to innovate, yet always be looking to improve and deliver a portfolio of new products and services, to our customers.