Service Desk Team Leader

3 months ago

Leeds, United Kingdom BCN Group Full time

**Job title**: Service Desk Team Leader
**Reports to**: Operations Manager
**Location**: Leeds LS10 (Hybrid working available)
**Hours**: Monday to Friday, 37.5 hours, 08:00 - 16:30 or 09:30 - 18:00 (rotating), 60-minute lunch
**Salary**: Competitive DOE + benefits

*
About** us**:
You will be joining a business which has grown significantly, has ambitious expansion plans and continues to invest in its transformation projects and its people.

*
Focus of the role:*
As a Service Desk Team Leader at BCN, you will be responsible for supervising, managing and motivating a team of 20+ IT team members, which will include providing effective coaching and guidance. This position is an internal and external stakeholder facing role and requires that you establish and manage expectations within the business and drive best practice to achieve those expectations to a high standard.

*
Responsibilities:*
- Coach and mentor aligned engineers to ensure they are achieving their potential.
- Ensure the team follows relevant policies and processes and that SLA's are met.
- Be a single point of contact for customers in driving service excellence and quality.
- Act as a first point of escalation for any customer concerns or queries.
- Operate as a major incident manager during any critical/P1 incidents for your aligned team.
- Proactively looks for improvement areas as part of continuous improvement process.
- Ownership on administrative duties including, plan and prioritise work to ensure that deadlines and targets are met, ensuring sufficient cover/resource within the team, arranging site visits, etc.
- Deliver 121’s, team meetings, daily huddles and appraisals.

*
Why BCN**:

- The opportunity to shape your own future with industry leading training and development and access to our BCN Academy
- Competitive salary and the ability to progress
- 23 days holiday increasing with length of service and the option to buy additional leave
- Hybrid working
- Birthday off
- Health cash plan with free access to a confidential **Employee Assistance Programme (EAP)** supporting bereavement, financial, health and wellbeing, and much more
- Life assurance
- Cycle to work scheme, electric vehicle scheme, tech scheme and retail discounts
- State-of-the-art office with free parking
- Free on-site gym
- Long service gifts to celebrate the milestones
- Beer Fridays, end of month pizza, pool tables (with cross office tournaments if you fancy your chances), dress down every day, social events such as Summer BBQ, plus more

*
Person, Skills & Experience:*
- Proven experience within a similar managerial/lead role, with the ability to oversee team performance.
- Excellent emotional intelligence with an understanding of the value of teamwork.
- Demonstrates a passion for customer service with excellent written and verbal communication skills.
- Experience of working in a fast-paced office environment, with the ability to work under pressure and manage multiple tasks at any one time.
- Excellent communication and presentation skills with the ability to convey technical information to non-technical staff.
- Superb time management and organisational skills with the ability to meet deadlines and be responsive to staff needs.
- Ability to think and work independently, and as part of a team and to take responsibility
- Be adaptable to changing requirements and technologies with the ability to assimilate new packages when required.
- Positive and robust attitude with a high level of personal motivation.
- Knowledge and experience of implementing aspects of the ITIL framework highly desirable.
- Flexible approach to working

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