Service Desk Lead

2 months ago

London, United Kingdom British Land Full time

**JOB TITLE: SERVICE DESK LEAD**

**DEPARTMENT: TECHNOLOGY**

LOCATION: MARBLE ARCH, LONDON

REPORTING TO: HEAD OF TECHNOLOGY BUSINESS PARTNERING

TYPE OF CONTRACT: PERMANENT

**PLACES, PEOPLE, PREFER**

Our purpose is to create and manage outstanding places which deliver positive outcomes for all our stakeholders on a long term, sustainable basis.

We are a FTSE 100 business with a strong balance sheet and over £13bn of assets under management. But with just 600 employees you’re given the ability to make a big impact and elevate your career quickly.

Our diverse, passionate team of experts works on some of the most ambitious, innovative and sustainable projects in the country - from our high-quality campuses across central London, to some of the top retail schemes in the UK - providing a rewarding career journey where you can shape how you grow.

We believe in shared success and enabling people to be themselves. If you want to feel listened to and understood in an environment where your opinions count and bright ideas are encouraged, you’ve come to the right place

In our recent engagement survey 93% of our employees stated they were proud to work for
British Land

**THE ROLE**

The Service Desk Lead manages the day to day running of the service support team, driving a culture which provides high levels of customer and employee service and experience and delivers against a set of Service Level Agreements.

You will work with the Head of Technology Business Partnering to ensure that robust and efficient processes are in place and followed and act on end user feedback to improve the service and function. You will ensure that user feedback is collected periodically through surveys and a bi-annual satisfaction survey. You will proactively review activity levels and demand to effective resourcing in the team and improve the end user experience. You will work with the Head of Technology Business Partnering to ensure that the function is embedded into the business teams and be the conduit for all service-related queries and issues. You will work to improve processes, knowledge, our service delivery tooling and increase the self-service capability for our users.

We are looking for someone who is passionate about excellent customer and end user service and committed to improving the digital experience for our people.

This position is a stakeholder facing role and requires the holder to establish and manage strong working relationships with stakeholders. Expectations should be managed within the business and drive the team to achieve those expectations to a high standard.

**WHAT YOU’LL DO**

Service Management:

- Maintain high performing service support functions.
- Owner of the Incident processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.
- You will track incidents effectively and ensure high levels of record keeping. You will track problems and ensure these are raised with the Head of Technology Business Partnering for review, prioritisation and resolution.
- Monitor, control and support service management, both internal and third party provided, ensuring systems, methodologies and procedures are in place and followed
- Create and manage the central technology asset registers, CMDB and knowledge management databases.
- Manage and monitor specific third-party suppliers who contribute to the service delivery model and ensure SLAs are met and refunds / service credits obtained when targets are not met.
- Champion Service and Support in projects: developing a strong understanding of projects impacting your area; ensuring proper transition to support; and that service impact is minimised and agreed.
- Work with the Head of Technology Business Partnering, to be accountable for the quality of Service and performance, ensuring future demand from growth and projects is understood and factored into capacity plans.
- Team management and motivation of the Service Desk Team.
- Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
- Provide regular and accurate management reporting on Service performance

**ABOUT YOU**

We are seeking somebody who is passionate and enthusiastic about providing high levels of customer service and support and who is motivated to improve service levels and proactively improve technology in our business.
- Experience as a Service Management professional
- ideally with ITIL qualifications.
- Previous experience in a team lead position.
- Experience managing third parties to delivery support services.
- Good written and verbal communication skills.
- Experience supporting a business and good track record resolving incidents.
- Ability to work under pressure and meet deadlines.
- Ability to demonstrate a high degree of flexibility including shift and out of hours working.
- Excellent organisational skills.
- Willingness to le

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