Service Desk Team Leader

6 months ago

Northampton, United Kingdom ACS Systems UK Limited Full time

As a Service Desk Team Leader, you will be responsible for assisting the Technical Services Manager in overall operations of the Service Team. This will include management of your own team and working towards a select set of objectives including SLA’s, XLA’s and overall team performance with other team leaders to improve our customer experience. You will also be dealing with escalation’s, complaints and improving process and procedures within the team.

**Job Role Responsibilities**
- Aid the Technical Services Manager to coordinate the service desk and field operations.
- Ensure that all calls are prioritised and assigned appropriately and in accordance with OLA’s and client SLA’s.
- Ensure that all staff adhere to the ACS service desk code of conduct and all other quality objectives.
- Co-ordinate the delivery of a quality service to all ACS offices & external clients.
- Deputise as Technical Services Manager where required.
- Ensure that the service desk is operational and suitably resourced during core business hours.
- Take responsibility and exceed department quality objectives.
- Escalate service calls to Technical Services Manager where appropriate.
- Work closely with service team to ensure a high level of communication is maintained both internally and externally.
- Ensure job sheets are accurate and completed daily.
- Provide a key provision of liaison between relevant areas of the business and the service department to ensure rapid response to all problems, ideas, issues and queries raised.
- Establish and maintain effective working relationships with the departments team leaders and managers.
- Monitor and report on team and division performance.
- Provide technical support to department and customers.
- Provide feedback on ways to further improve the operation of the division and ensure that continual service improvement objectives are met.

**Job Requirements**
- Self-motivated with a positive attitude
- Excellent communication and organisational skills and a team-oriented mindset
- Ability to work in a dynamic environment where hard work and fun are the key ingredients.
- Ability to work as part of a team and display teamwork.

**What we offer**
- Hybrid Working (3 days in/2 days out)
- £35,000 - £40,000 Depending on Experience
- Location - close to the M4 with a modern, up to date living space and ample parking.
- Culture - Social events, Supportive, Fun, Hard working
- Perks - Incentives (holidays, vouchers, lunches, spot prizes)
- Top of the range technology in office and for home working (laptops, screens, latest iPhone, etc)
- Subsidised health care/medical benefits
- Annual Leave - 25-30* days plus B.H’s + optional 2 weeks unpaid. *Increases with time spent
- Progression Plan - training & mentor programme.

**Experience**
- Coaching/mentoring, motivational skills and performance management.
- Flexibility to cope with an ever-changing workload and availability of resources.
- Pro-active approach to work with a positive can-do attitude.
- Excellent communication and organisational skills.
- Good understanding and technical capability.
- Can work on own initiative.
- Good written skills on job reporting and documentation.

**Reports to: Technical Services Manager

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