Service Desk Team Leader

7 months ago

Portishead, United Kingdom Chorus Full time

**The Role**

As Service Desk Team Leader you will be responsible for maintaining performance, quality of service and customer experience for a Service Desk pod, consisting of a mix of 1st and 2nd Line Service Desk Analysts and delivering IT support services to a sub section of our diverse customer base.

You will oversee overall performance, productivity and workloads for your allocated team and clients, ensuring that all Service Levels are achieved or exceeded, and high levels of customer satisfaction are maintained.

You will be the leader and mentor for the team, assisting in individual Analysts training and development, to ensure that each member of the team is able to perform to a high standard and are being developed for future progression through the ranks. In order to achieve this you will have a solid understanding of a range of technical areas, to 2nd line support level, to ensure effective coaching and skills transference is maintained

**Key Responsibilities**
- Manage the day to day resource plan to ensure that sufficient resources are available daily and balance tasks and duties across the team to achieve the most effective customer experience
- Monitor the performance of the team to ensure members are following all relevant operational processes and procedures and identify or directly address any knowledge or skills gaps
- Conduct monthly 1-2-1s within the team and manage the annual performance management process for all team members against individual objectives
- Act as a role model and coach to support members of the team
- Assist the Service Desk Manager in the implementation and delivery of new business, services, or processes, ensuring a smooth transition to a settled operational state
- Act as a point of escalation for members of your allocated Service Desk team, and those outside of your team when required
- Contribute towards team activities in periods of high activity and demand, interacting with customer via multiple channels and resolving tickets as required
- Perform Quality Assurance activities, including review of in-flight and completed tickets and listening in to live and recorded phone conversations
- Contribute towards problem detection to identify repeat incidents as part of a problem management process set
- Review applicability of delivered services, identifying any service components that should be added to a customer or global service catalogue
- Work closely with the internal Trainer in order to identify skills gaps to be addressed through formal training approaches and programmes
- Monitoring of all relevant SLAs to prevent breaches through reprioritisation and escalation of tickets
- Taking ownership of challenging or problematic tickets in support of team members as required
- Participation in hiring activities for prospective members of your team
- Induction and training activities for new employees joining your team
- Working in collaboration with other Service Desk Team Leaders to identify common themes, trends and issues that can be improved via the process of continuous service improvement
- Maintaining positive working environment and culture, in line with company values and culture, for your allocated team
- As a member of an ISO Compliant organisation there is a requirement to follow Chorus company policies, procedures, and guidelines for both Quality Management and Information Security Management Systems in place. As a Chorus employee you will have access to various company and client assets and will be required to maintain the level of security as identified by each asset.
- Comply with all relevant legislative and legal requirements, including industry regulations, employment law, Data Protection and Health and Safety.
- Demonstrate behaviours that promote our values.
- Undertake any other duties as reasonably requested

**Personal Specification**

Required:

- Minimum 1 year experience in leading and managing a Service Desk team
- Minimum 3 years experience as a Service Desk Analyst, including exposure to both 1st and 2nd line tiers
- Experience of managing and adhering to contractual Service Levels
- Experience of coaching and development of team members to ensure the highest standards of quality are maintained
- Experience in the use of IT Service Management platforms (ITSM), preferably ServiceNow
- Knowledge of ITIL processes and practices within a Service Desk environment
- Excellent written and verbal communication skills
- Detailed, methodical and logical approach to problem solving
- Technical skills aligned to 2nd Line support level.

Desired:

- Relevant experienced outlined above to have been achieved within a Managed Service Provider environment
- ITIL foundation certification
- Experience of developing or contributing towards training and/or personal development plans
- Experience of problem analysis or identification or problems through analysis of incident data.

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