Team Leads

2 weeks ago

Newcastle Upon Tyne, United Kingdom Initialize Full time

**Team Leads - 1st line OR 2nd line Support - Newcastle - global organisation £50 - 55k**

**Experience and skills required**:

- High level of experience in a team lead role on a service desk 1st line or 2nd line (desktop) preferably across multiple locations
- ITIL - desirable
- Previous experience in a hands on technical support role
- Excellent communication, both verbal and written
- Excellent customer service skills
- Experience working with Hardware, networking, Windows 10, O365, M365 and remote support.

**Role**

To ensure the service desk team and/or 2nd line teams are focussed on maintaining a high level of customer service, support and resolution and provide guidance on how to improve standards to provide a better customer experience. This role will include holdingweekly meetings with direct reports to discuss progress on assigned tasks, shaping personal improvement plans for direct reports, providing ad-hoc mentoring and support policies and procedures.

**Key responsibilities will include**:

- Manage and monitor operational activities covering OLAs, SLTs in line with KPI's.
- Maintain high levels of customer service experience whilst liaising with other delivery teams
- Effectively manage communications for major and high impact incidents and escalate as required.
- Develop the skills and knowledge of the Service Desk Analysts
- Lead the MI managements process and ensure early resolution and closure working in coordination with various teams
- Ensure correct staffing levels per shift to deliver effective support.
- Manage reporting and communication requirements from the Service Desk/2nd line, including quality audits, induction training
- Manage disaster recovery operations in various locations
- Maintain, contribute and develop the content in the service desk SharePoint site to evolve and deliver improved services to the customer and the business

2nd line Team Leads
- Excellent communication with key stakeholders across the business
- Ability to act as a technical SME where required

2nd Line Support Team Lead to manage desktop support services across the business. This team provides support for endpoint d**evices, proactive monitoring and event management support. The desktop services team lead reports to the IT Manager and providesoperational leadership to the support staff in shifts, whilst ensuring compliance to the global processes.**

**You will pay a key role in ensuring that the desktop services maintain a high level of customer services and adhere to ITIL processes. Day to day, you will be involved in regular monitoring of performance, career development and support of individualteam members. Within the people management space you will do regular meetings, reviews, feedback, mentoring and communication with the team. In addition, there will be an opportunity to improve processes, systems and tools with a focus on delivering the bestcustomer experience possible.**

**Key Responsibilities will include**:

- Support the desktop services staff with technical queries and improve the knowledge and capabilities through skill set development and knowledge management.
- Prioritise functional and hierarchical escalations from customers to ensure that they receive the highest level of service.
- Manage and monitor operational metrics such as OLAs, SLTs, KPI's, call queues, distribution, quality, response etc. for desktop services.
- Ensure ownership and be responsible for the management of all incidents and requests within the queue from contact to closure.
- Ensure compliance to incident, request management process, timely resolution, closure, working in coordination with various teams and leads.
- Ensure timely escalation of tasks to 3rd line support, external vendors where appropriate.
- Manage support staff per shift to deliver effective support, managing & monitoring shift roster
- Develop and improve staff members via feedback meetings, performance reviews and monthly 1:1s
- Monitor the performance of the team;

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