IT Service Desk Team Leader

2 days ago

London, United Kingdom Entain Full time

**About The Role**:
Entain is one of the world’s largest sports betting and gaming groups, operating both online and in the retail sector. With offices across five continents and licences in more than 20 countries, we operate some of the most well-known and iconic brands in the industry with more than 250 years of combined history - names such as Ladbrokes, partypoker, bwin and Coral.

The Service Desk Team Leader role is responsible for managing the operation of the Service Desk. This role is crucial to ensuring customer requirements are met in terms of communication, prioritising, escalating and resolving incidents and requests. You'll need to provide leadership and mentoring to the Service Desk Team and will drive a culture of continual process improvement within the Service Desk team and the wider IT Team.

Due to this, we are really looking for someone with experience in managing a team.

This role cannot be done fully remotely and you will need to attend our office in London. Every month you will be in the office for 7 days. (5 day week and then the following weekend).

**What you'll be doing**:

- Supports Tech Desk Manager by performing management duties when manager is absent or out of office
- Provides encouragement to team members, including communicating team goals
- Ability to mentor staff and identify areas for enhanced training or skill sets
- Conducts team meetings and individual 121s to update members on best practices and continuing expectations
- To ensure that relationships with all third parties are maintained to the highest possible standard to encourage an effective partnership.
- Responsible for leading, developing and managing the team’s performance, ensuring all members meet the required level of performance.
- Act as first point of contact to your team of Service Desk Analysts
- Responsible for investigations, disciplinaries, performance and absence management meetings and conduct follow up reviews where appropriate.
- Accountable for all training requirements, updating support documentation for current staff and new starters
- Identifying ways to improve the overall service levels and agreeing structure to ensure it is consistently applied across the department
- Take project lead on team’s behalf to ensure they are best placed to adapt to new supported services
- Ability to lead a meeting on long standing/complicated issues, whilst engaging with key internal resolvers for fast resolution
- Basic understanding of Problem Management
- Basic understanding of Major Incident Management
- Understanding of Incident lifecycle
- Proven experience in working and supporting a large user base in multiple locations within a large organisation
- Strong people management skills, specifically monitoring and handling staff performance
- Ability to meet strict deadlines
- Ability to lead / create Service Management meetings with Suppliers
- Proven experience working in fast-paced, technology led environment
- Ability to work on own with mínimal management
- Excellent organisational skills

**What we need from you**:

- Excellent understanding of customer service and complaint management
- Work independently or as part of a team
- Excellent written and verbal communication skills
- Experience leading a team of people
- Excellent organisation and planning skills
- Previous experience in Retail Service Support is preferred
- Previous IT Support experience is advantageous
- Proven ability to build effective relationships with colleagues and customers within a team
- Experience working with a Self Service ticketing system

What we can offer you:

- Culture - We were once a start-up and still have that growth mindset (despite our size). Our industry is renowned for the speed it operates at, and the incredible pace of innovation. Our values include winning together, being bold, exciting customers and driving innovation.
- Development - Both personal and professional development are important to us. Everyone gets 2 paid days to focus on development, along with subscriptions to learning resources like cross knowledge, linkedin learning and our own learning room. Monthly Empower talks from inspirational leaders from outside the industry.
- Wellbeing - Our employee assistance program offers free advice on everything from work advice, relationship advice, legal information, and financial advice. Everyone gets a free subscription to the unmind (mental wellbeing) app. Counselling session are available through EAP. We have a monthly schedule of wellbeing sessions and talks with each office having wellbeing champions and coordinators.
- Flexible benefits package - Annual bonus, employee share scheme, private medical, life assurance, income protection, matching pension contributions, enhanced vacation package, discounted gym membership and cycle to work scheme, with the ability to flex your benefits package to suit your needs
- Offices - Newly refurbished offices, with chillout spaces and modern facilities

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