Service Desk Team Leader
1 day ago
About the Role
We are seeking an experienced Service Desk Team Leader to join our team at Ricoh. As a Service Desk Team Leader, you will be responsible for leading and motivating the Service Desk team to deliver a high level of service to our end-users.
Key Responsibilities
- Lead and motivate the Service Desk team to ensure a high level of service is delivered to the end-user environment.
- Define and document the Service Desk Rota system to ensure the required resourcing requirements are met and in place.
- Implement, document, and review procedures and processes to maintain and improve the Service Desk function.
- Promote, champion, and drive the use of ITIL best practices across the Service Desk Team to ensure the delivery of a best practice service desk function.
- Create and develop a rolling training plan to increase first-line resolution and meet set KPIs.
- Closely work with Incident & Problem Management functions to manage the Service Desk against defined service level agreements and improve call resolution times.
- Establish service relationships to facilitate effective customer communication.
- Provide mentoring, management, and development to the ITS function, supporting more junior analysts and helping with training and development.
- Daily management of Service Desk analysts to include performance, shifts, leave, appraisals, and policies.
Requirements
- Experience of supervising an IT services Service Desk in an outsourcing environment.
- Experience in both technical and leadership roles in a Service Desk environment supporting desktop, telephony, software, networks.
- Exceptional motivational skills, with experience of motivating support teams in a very pressurized environment.
- Must be capable of working unsupervised to agreed timescales.
- Excellent communication skills – both verbal and written.
- Excellent interpersonal skills.
- Excellent people management skills.
- Ability to develop good relationships with customers.
- Ability to organize and prioritize work in an effective manner.
- Ability to work under pressure.
- Methodical and disciplined approach to work.
- In-depth knowledge of Service Level Agreements or arrangements.
- General knowledge of Third-Party Support Agreements.
What We Offer
- An excellent package with solid basic, strong bonus, and company benefits including a competitive holiday entitlement, two days special leave per annum for volunteering, additional holiday purchase scheme, flexible retirement plan, and more.
- Opportunity to join a global company.
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