IT Service Desk Team Leader

1 month ago

Leicester, United Kingdom TVS Supply Chain Solutions Full time

**Purpose**:
We are looking for a Service Desk Team Leader to join our team and commitment to providing excellent IT Support across TVS Supply Chain Solutions. The Service Desk Team Leader will be responsible for the daily Service Desk Operations for our onsite IT Support team in Leicester to deliver ‘best in class’ IT Support to the onsite user base. The Service Desk Team Leader will support the IT Service Delivery Manager to ensure the team are developed, on site IT services are delivered to a high standard and Service KPI’s are always met, ensure customer expectations are met and exceeded and manage key stakeholders with regards to any IT Incidents.

**Main Duties & Responsibilities**:

- Ensure customer expectations are consistently met and exceeded
- Day to day management of the onsite Service Desk ticket queues ensuring tickets are dealt with in line with priority and SLA
- Creating and Communicating IT Service reporting for onsite Support weekly and monthly
- Shift and Holiday Management for onsite IT Service Desk staff
- Continuously measure, monitor and work to drive down IT Incident Levels
- Own onsite IT Continuous improvement and proactive work plan
- Plan, manage and communicate any onsite IT Projects
- Work with the IT Release & Change Lead to manage and IT Service transition activities
- Be hands on and support the IT Service Desk staff with IT Incident resolution and request fulfilment
- Attend and present when required in IT Service Review meetings
- Ensure processes are working and standardised across the Service Desk team working with the Wider IT Service Management team
- Manage and collaborate with third party suppliers where appropriate and ensure that their performance and provision of services is in line with our expectations and enables us to meet our Service Levels
- Ensure the IT Service Desk is utilising appropriate knowledge management tools and practices in order to provide a more effective and efficient service to customers

**Knowledge, Skills & Experience**:

- Excellent communication and interpersonal skills must be a strong communicator at all levels.
- Team Leadership experience
- Ability to understand the business impact of IT Service Incidents, lead the triage process, prioritise in line with SLA’s and manage through to resolution keeping stakeholders informed accordingly
- ITIL experience desirable
- Demonstrates a clear knowledge of Service Delivery Management standards & practices. Applies these standards & practices.
- Planning and organisational skills
- Modelling to support operational performance management and information decision making
- Knowledge of IT Systems, processes and concepts
- Experience working in a Service Management environmentIn return for your hard work, we offer excellent career progression opportunities and a professional environment where you can acquire, use, and continue developing your skills.

Your package will include:

- Competitive Salary and pension scheme with life assurance
- 25 Days Holiday (plus 8 statutory Bank Holidays)
- Holiday buy-back scheme (5 days)
- Employee Assistance Programme supporting wellness with immediate access to:
1. GP consultation and second opinions

2. Mental health support

3. Financial and Legal support

4. Wellbeing and healthy living support
- Employee referral scheme with financial reward
- Professional Membership and Study Sponsorship
- Pass scheme (£100 to undertake training of your choice)

At TVS SCS we encourage and support our employees to realise their potential. They are empowered to take initiative and achieve high impact results that really make a difference to our business and our customers.

**About TVS**:
TVS supply chain solutions are a global provider of outsourced supply chain management solutions, delivering real change to our customers across a wide range of sectors including the MOD, Utilities organisations, beverage companies, automotive and the rail industry. TVS internationally have an annual turnover in excess of $8billion and employ over 39,000 employees across the globe. The company has a strong growth strategy and ethos for continuous improvement, to enable the continued delivery of world class service to its customers, which remains cost effective and Industry leading.

TVS have signed the Armed Forces covenant and are a forces friendly employer.

**Benefits**:

- Additional leave
- Flexitime
- Free parking
- On-site parking
- Work from home

Schedule:

- 8 hour shift
- Flexitime
- Monday to Friday

Work Location: Hybrid remote in Leicester

Flextime

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