Service Desk Team Lead

2 weeks ago


StokeonTrent, United Kingdom Cabana Recruitment Full time

**Responsibilities**:

- Lead and manage a team of service desk technicians, ensuring timely and professional handling of all support tickets.
- Develop and implement processes and procedures to improve the efficiency and quality of support provided by the service desk team.
- Maintain technical expertise and knowledge of current technologies, providing mentorship and training to the service desk technicians.
- Foster strong relationships with internal customers, stakeholders, and vendors to meet their needs and exceed their expectations.
- Ensure adherence to IT policies and procedures, providing regular feedback to management on team performance and customer satisfaction.
- Analyze support metrics and develop action plans to continuously improve service levels.
- Participate in the development and implementation of new IT projects and initiatives, providing input on their impact on the service desk team and overall support operations.
- Manage operational readiness handover (service acceptance) by working closely with architects and the infrastructure team to ensure new services are managed appropriately with the right knowledge and tools within the service operations function.
- Support the Service Operations Lead in managing day-to-day activities, including resource management, staff development, reporting, service acceptance, and shaping the service operations team for future growth.

Qualifications:

- No specific education requirements.
- ITIL Intermediate (V3 or V4) certification is desirable.

Skills and Experience:

- Technical knowledge at 2nd/3rd line level.
- Experience working in a busy customer service environment.
- Analytical skills with the ability to identify trends/problems.
- Proficient in the use of Microsoft Office tools (Word, Excel, Outlook, PowerPoint), Visio is desirable.
- Excellent written, verbal, and interpersonal skills.
- Excellent knowledge of ITIL framework practices, including implementation in real-world scenarios.
- Experience in incident and change management.
- Knowledge of service management tool usage/management, specifically JIRA, is desirable.

Qualities:

- Ability to manage conflicting demands, prioritize tasks, and thrive in a fast-paced environment.
- A commitment to high standards, including quality, security, and customer service.
- Self-motivated, team player who is keen to learn.
- Willingness to constantly update skills in line with the technologies deployed and supported.
- Confident in liaising in a professional manner with internal and external stakeholders.
- Ability to quickly understand technical concepts.
- Ability to obtain the appropriate security clearance.

**Salary**: £35,000.00-£40,000.00 per year

**Benefits**:

- Company pension
- Flexitime
- Life insurance
- On-site parking
- Private medical insurance
- Sick pay

Schedule:

- Flexitime
- Monday to Friday

Supplemental pay types:

- Bonus scheme
- Performance bonus
- Yearly bonus

Work Location: In person

Reference ID: 27wttg

Flextime


  • Service Desk

    5 days ago


    Stoke-on-Trent, United Kingdom Uniting People Full time

    Service Desk Engineer Role Overview **Responsibilities -** Service Desk - Ensuring the Service Desk calls are always promptly answered and handled appropriately. - Triaging inbound issues and performing all troubleshooting to the point of resolution or escalation. - Maintaining configurations and client details. - Maintaining a good relationship with...


  • Stoke-on-Trent, United Kingdom Adecco UK Full time

    Service Desk Advisor **Salary**:£23500 - £24000 per annum **Working hours**:Monday - Friday 8am - 5pm / 4 on 4 off 8am - 8pm - Excellent telephone manner - High level of attention to detail - Working under pressure and to tight deadlines - Excellent written and verbal communication skills. - Previous customer service experience One of our fantastic...


  • Stoke-on-Trent, United Kingdom University Hospitals of North Midlands NHS Trust Full time

    **Service Desk Apprentice** The post holder will be a member of a team providing a customer sensitive and responsive support, fault resolution and advice service, which ensures maximum availability, performance and the utilisation of information systems by the IM&T Directorates customers/clients. The post holder will be responsible for ensuring a...


  • Stoke-on-Trent, United Kingdom Brampton Recruitment Full time

    * Client focused. - Facilities Management experience - Must have a keen eye for detail. A fantastic opportunity has arisen for a Service Advisor to work for a well-established company that offers a warm and friendly environment. As a Service Advisor, you will be responsible for providing exceptional customer service to a range of external clientsand...

  • IT Service Desk

    59 minutes ago


    Newark on Trent, United Kingdom Future Prospects Full time

    IT Service Desk TechnicianNewark based, Full Time, Permanent£Attractive DOETHE BENEFITSThe benefits for the successfulIT Service Desk Technicianinclude:Office based23 days (FTE) annual leave plus bank holidaysAnnual leave trading schemeContributory pension schemeHealthPlan cashback schemePermanent health insurance schemeDeath in Service benefitTHE ROLEThe...

  • Hire Desk Controller

    6 hours ago


    Stoke-on-Trent, United Kingdom Speedy Hire Full time

    Speedy are the UKs leading hire provider with the widest range of tools, specialist hire equipment, plant and support services everything for every job!Based in the depot, the Hire Desk Controlleris a vital part of operations on the front line of sales and customer service. Relationship building is the key to success, as the Hire Controller coordinates the...

  • IM&T Service Desk Agent

    Found in: Talent UK C2 - 2 weeks ago


    Stoke-on-Trent, United Kingdom University Hospital of North Midlands NHS Trust Full time

    Job summary IM&T service Desk Agent The post holder will be a member of a team providing a customer sensitive and responsive support, fault resolution and advice service, which ensures the maximum availability, performance and utilisation of information systems by the IM&T Directorates customers / clients. The post holder will be responsible for...


  • Stoke-on-Trent, United Kingdom Speedy Hire Full time

    Speedy are the UKs leading hire provider with the widest range of tools, specialist hire equipment, plant and support services everything for every job!Interested in learning more about this job Scroll down and find out what skills, experience and educational qualifications are needed.Based in the depot, the Hire Desk Controlleris a vital part of operations...


  • Stoke-on-Trent, United Kingdom University Hospitals of North Midlands NHS Trust Full time

    An exciting opportunity has arisen within the Imaging Directorate for an enthusiastic, efficient, flexible individual who is able to multi-task to join the team as an Imaging Help Desk/Receptionist Administrator working 37.5 hours per week. This post involves rotating as per the rota on 4 Reception areas - Main Reception, Help Desk Reception, MRI Reception...


  • Stoke-on-Trent, Staffordshire, United Kingdom Speedy Hire Full time

    Speedy are the UKs leading hire provider with the widest range of tools, specialist hire equipment, plant and support services everything for every job! Based in the depot, the Hire Desk Controller is a vital part of operations on the front line of sales and customer service. Relationship building is the key to success, as the Hire Controller coordinates...

  • IT Service Desk Manager

    Found in: Talent UK C2 - 4 days ago


    Ryton-on-Dunsmore, United Kingdom DHL eCommerce UK Limited Full time

    About the role : Working in a fast-paced environment you will be responsible for driving performance improvements and efficiencies against agreed Service Level Agreements (SLA’s) and in line with Company processes and procedures. As the IT Service Desk Manager, you will be managing and developing the existing service desk and 2nd line support teams...

  • Hire Desk Controller

    Found in: Jooble UK C2 - 6 hours ago


    Stoke-on-Trent, Staffordshire, United Kingdom Speedy Hire Full time

    Speedy are the UKs leading hire provider with the widest range of tools, specialist hire equipment, plant and support services everything for every job! Interested in learning more about this job Scroll down and find out what skills, experience and educational qualifications are needed. Based in the depot, the Hire Desk Controller is a vital part of...

  • Hire Desk Controller

    6 hours ago


    Stoke-on-Trent, Staffordshire, United Kingdom Speedy Hire Full time

    Speedy are the UKs leading hire provider with the widest range of tools, specialist hire equipment, plant and support services everything for every job! Interested in learning more about this job Scroll down and find out what skills, experience and educational qualifications are needed. Based in the depot, the Hire Desk Controller is a vital part of...

  • Hire Desk Controller

    2 weeks ago


    Stoke-On-Trent, West Midlands, United Kingdom Speedy Hire Full time

    Speedy are the UKs leading hire provider with the widest range of tools, specialist hire equipment, plant and support services everything for every job!Interested in learning more about this job Scroll down and find out what skills, experience and educational qualifications are needed.Based in the depot, the Hire Desk Controlleris a vital part of operations...

  • Accreditation and Pathfinders Lead

    Found in: Talent UK 2 C2 - 3 weeks ago


    Stoke-on-Trent, United Kingdom UK Civil Service Full time

    Job summaryAre you interested in how we create and curate the places that surround us? The Office for Place is a newly established non-departmental public body that will develop and share evidence, advice, tools and learning to support the creation and stewardship of places that are beautiful, sustainable, popular, and healthy. It has its origins in the...

  • Customer Service Advisor

    Found in: Talent UK 2A C2 - 1 week ago


    Stoke-on-Trent, United Kingdom Safer Hand Solutions Full time

    Customer Service Advisor (Shift rotation) Permanent £25,000 Stoke on Trent   Our client who are part of a global organisation are seeking an experienced and dedicated new member of staff in the role of Service Desk Advisor. The overall purpose of the role is to work as part of a team to provide high quality day to day support to enable the effective...


  • Stoke-on-Trent, United Kingdom Barker Phillips Ltd Full time

    This Stoke-on-Trent based tech company is involved in building complex data management and software products for well-known companies around the world! The position provides an opportunity to work in a fast-growing company that encourages personal developmentand growth within the role. Work When and Where Works: Use hybrid and flexible working to suit your...


  • Stoke-on-Trent, United Kingdom Mach Recruitment Ltd Full time

    Mach Recruitment are looking for a **Workshop Administrator to cover maternity leave for 12 months**for our client in **Stoke on Trent.** **Duties**: We require an experienced **Workshop Administrator** to provide administration support to the Service Department, Supporting service reception, deal with all customers enquires both at the reception desk and...

  • Office Admin

    1 day ago


    Stoke-on-Trent, United Kingdom WORK LYF GROUP LIMITED Full time

    We are currently recruiting for Admin Assistants / Help Desk Assistants to work in a busy office based in Newcastle town centre area and then the company is locating to the Festival Park **Responsibilities** - Working on a computer looking at the workflow inbox - Communicating with both clients and contractors to arrange access for planned works - Raising,...

  • Office Admin

    5 days ago


    Stoke-on-Trent, United Kingdom WORK LYF GROUP LIMITED Full time

    We are currently recruiting for Admin Assistants / Help Desk Assistants to work in a busy office based in Newcastle town centre area and then the company is locating to the Festival Park **Responsibilities** - Working on a computer looking at the workflow inbox - Communicating with both clients and contractors to arrange access for planned works - Raising,...