Service Desk Team Leader

6 months ago

BarrowInFurness, United Kingdom James Fisher and Sons plc Full time

**About the Role**:
Service Desk Team Leader
Knutsford, Cheshire
Permanent position

The Company:
James Fisher serves a diverse range of global sectors across three key markets: Energy, Maritime Transport and Defence - a trusted engineering services provider with an unrivalled ability to develop innovative solutions in challenging environments.
With a175 year heritage James Fisher has developed operational expertise in harsh environments ranging from wind farm commissioning to submarine and hyperbaric rescue and has become a trusted partner of major corporations and government agencies around the world.

The Role:
We are looking for a Team Leader to manage our team and provide effective guidance. You will be responsible for managing and motivating team members on a daily basis.
As a Team leader, you will be the contact point, your communication skills should be excellent and you should also be able to act proactively to ensure smooth team operations and effective collaboration.
Ultimately, you should lead by setting a good example and engage the team to achieve goals.

Key Duties & Responsibilities:

- To work under the direction of the Service Desk Manager.
- Perform the role of team leader acting as a single point of escalations for all IT and staff related queries.
- Manage escalations from start to finish and manage P1s and P2s and making 2nd Line and relevant managers aware.
- Taking ownership of escalations and follow up major issues, ensure an appropriate communication plan is in place.
- Work with the team to ensure SLAs are met across the service desk and liaise with SDM with any concerns.
- Ensure good working practices are met and maintained across the service desk.
- Ensuring the service desk team follows implemented processes and procedures.
- Performing site visits to James Fisher offices and promoting GBS as an IT service provider to all our customers.
- Being flexible and carrying out the occasional out-of-hours work if required and provide Training and support to service desk new starters.
- Always be ‘Service Oriented’ and look to improve the level of service to the business.
- Working closely with our managed service supplier and to escalate where necessary making sure the SDM is aware.
- Manage the day to day running of the service desk. This is to help the desk resolving tickets when required. Pass any complicated tickets to 2nd line and ensure tickets are logged accurately and call queues are managed efficiently.
- Supporting and mentoring team members, you will be required to guide and coach staff in a positive manner.
- Reviewing and improving documentation and promoting positivity within the service desk.
- Being proactive and being a standout focal point within the team and taking ownership of the Team Leader Role.
- Any training provided by GBS should be attended as this will improve the TL Role.

The Person:
Excellent communication skills (verbal & written) and telephone manner.
Excellent Customer service and organisational skills.
Incident Management experience - Managing incidents including business expectations and communication.
Understanding of Change Management process.
Ability to manage own workload and able to deal with a diverse range of requests and user queries.
Ability to deal with differing levels of IT awareness, from within own team and user base.
Must be able to demonstrate the ability to work well as part of a team.
Self-motivated with a desire to provide excellent customer service.

Skills & Experience:

- Any IT or service management qualifications / experience.
- Reasonable comprehension of server and networking technology and protocols.
- Good all-round experience of desktop software products in particular Microsoft Office and Exchange.
- Understanding of ITIL methodology - ITIL Foundation qualification desirable
- Experience in 3rd party contract liaison.
- Owning a car and driving licence essential.
- You will need to live within a commutable distance to Knutsford, Cheshire for this role.

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