IT Service Desk Team Leader

5 months ago

Conwy, United Kingdom Boots Hearingcare Full time

**Join Our Team as a IT Service Desk Team Leader**

**About Us**
Experience enhanced hearing with Boots Hearingcare. We specialise in tailored solutions for hearing challenges, offering comprehensive assessments, expert fittings, and dedicated aftercare. With our commitment to personalised care and cutting-edge technology, we aim to improve quality of life through better hearing. As part of the Sonova family, Boots Hearingcare benefits from decades of excellence, leading the industry in developing, manufacturing, and distributing hearing aids and cochlear implants.

**About the Role**:
As the IT Service Desk Team Leader, you will play a crucial role in ensuring the maximum availability of computer systems throughout the company. Reporting to the IT Manager, you will be responsible for the performance and management of the Service Desk team. Your primary duties will include leading, motivating, and supporting your team, managing workloads, and ensuring the timely resolution of IT issues.

**Benefits at Boots Hearingcare**
- **Boots Discount Card**: Receive exclusive discounts on a wide range of products at Boots stores.
- **Free hearing aids** if you need them as an employee
- **Free Flu Vaccine**: Stay healthy with free flu vaccines available at Boots Pharmacies & Discounted for family members
- **Pension Scheme**: Secure your future with our comprehensive pension scheme.
- **Flexible Benefit Box**: Access our flexible benefit box to tailor benefits to suit your individual needs.
- **Life Assurance Cover**: Gain peace of mind with life assurance cover.
- **Long Service Awards**: Be recognised for your dedication with long service awards.
- **Generous Annual Leave**: Start with 25 days of annual leave, increasing with length of service to a maximum of 30 days, plus bank holidays.
- **Telus**: Access Telus, a confidential support network offering help and advice on matters both in and outside of work.

**As a IT Service Desk Team Leader, you will**:

- Lead and motivate your team through effective workload management and delegation.
- Prioritise workloads based on urgency, importance, and risk assessment, adhering to department processes and procedures to meet KPIs and objectives.
- Conduct regular one-on-one meetings with team members, providing coaching and development plans.
- Address performance issues promptly and encourage team members to achieve their full potential.
- Oversee all calls logged into the IT Ticket System, ensuring closure within agreed timescales.
- Ensure the department is appropriately staffed by managing breaks, absences, annual leave, and other factors affecting service delivery.
- Assess, agree, and deliver Helpdesk Service Level Agreements (SLAs) in collaboration with end users.
- Provide monthly performance reports against agreed SLAs to management.
- Manage your own time effectively to complete required tasks, stay current with mandatory training, and seek opportunities for performance improvement.
- Technical Support and Project Management:

- Provide technical support for the Company Intranet.
- Work with senior management to propose, agree, and deliver IT services and projects that support the business.
- Manage relationships with IT suppliers and service providers.
- Actively participate in the development, delivery, and testing of new system functionality.

**Person Specification**:

- Proven experience in an IT service desk or support environment, with a track record of leading and managing teams.
- Strong organisational and workload management skills.
- Excellent communication and interpersonal skills.
- Ability to prioritise tasks effectively and make sound decisions based on urgency and risk.
- Experience in managing SLAs and reporting performance metrics.
- Technical proficiency and the ability to provide support for intranet and other IT systems.
- Project management experience is desirable.
- Availability for out-of-hours support when required.

**Boots Hearingcare is an equal opportunity employer.**

**“We Care, We drive innovation, We strive for excellence, We build the best team”**

Pay: £30,400.00 per year

**Benefits**:

- Company pension
- Cycle to work scheme
- Employee discount
- Free flu jabs
- Free parking
- Health & wellbeing programme
- On-site parking
- Store discount

Schedule:

- Monday to Friday

Supplemental pay types:

- Yearly bonus

Application question(s):

- Do you currently have the Right to Work in the UK?

**Experience**:

- Technical support: 3 years (preferred)
- management: 2 years (preferred)

Work Location: In person

Reference ID: 151604

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