Service Desk Team Lead

3 days ago

Northampton, Northamptonshire, United Kingdom Ricoh Full time

Service Desk Team Lead Job Description

We are seeking a skilled Service Desk Team Lead to join our team at Ricoh. As a key member of our IT support team, you will be responsible for leading and motivating the Service Desk team to deliver excellent service to our end-users.

Key Responsibilities:

  • Lead and motivate the Service Desk team to ensure high levels of service are delivered.
  • Define and document the Service Desk Rota system to ensure the required resourcing needs are met.
  • Implement, document, and review procedures and processes to maintain and improve the Service Desk function.
  • Promote and drive the use of ITIL best practices across the Service Desk Team.
  • Create a rolling training plan to increase first-line resolution and meet set KPIs.
  • Work closely 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.

Requirements:

  • Experience supervising an IT services Service Desk in an outsourcing environment.
  • Exceptional motivational skills with experience motivating support teams in a pressurized environment.
  • Excellent communication and interpersonal skills.
  • Ability to work under pressure and develop good relationships with customers.

We are committed to providing our employees with a positive and supportive work environment. In return for your commitment, you can expect:

  • An excellent package with a competitive basic salary, strong bonus, and company benefits.
  • Opportunity to join a global company.

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