Service Desk Team Leader
2 days ago
We are seeking a highly motivated and experienced Service Desk Team Leader to join our team at Ricoh. As a key member of our IT department, you will be responsible for leading and motivating the Service Desk team to deliver exceptional service to our end-users.
Key Responsibilities- Team Leadership: Lead and motivate the Service Desk team to ensure a high level of service is delivered to the end-user environment.
- Service Desk Rota: Define and document the Service Desk Rota system to ensure the required resourcing requirements are met and in place.
- Process Improvement: Implement, document, and review procedures and processes to maintain and improve the service desk function.
- ITIL Best Practices: 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.
- Training and Development: Create and develop a rolling training plan to increase first-line resolution and meet set KPIs.
- Service Level Agreements: Closely work with Incident & Problem Management functions to manage the Service Desk against defined service level agreements and improve call resolution times.
- Customer Communication: Establish service relationships to facilitate effective customer communication.
- Team Management: Provide mentoring, management, and development to the ITS function, supporting more junior analysts and helping with training and development.
- Daily Management: Daily management of Service Desk analysts to include performance, shifts, leave, appraisals, and policies.
- Experience: Experience of supervising an IT services service desk in an outsourcing environment.
- Technical Skills: Experience in both technical and leadership roles in a service desk environment supporting desktop, telephony, software, networks.
- Leadership Skills: Exceptional motivational skills, with experience of motivating support teams in a very pressurized environment.
- Communication Skills: Excellent communication skills – both verbal and written.
- Interpersonal Skills: Excellent interpersonal skills.
- People Management Skills: Excellent people management skills.
- Relationship Building: Ability to develop good relationships with customers.
- Organizational Skills: Ability to organize and prioritize work in an effective manner.
- Pressure Management: Ability to work under pressure.
- Methodical Approach: Methodical and disciplined approach to work.
- Service Level Agreements: In-depth knowledge of Service Level Agreements or arrangements.
- Third-Party Support: General knowledge of Third-Party Support agreements.
- Competitive Package: An excellent package with a solid basic salary, strong bonus, and company benefits.
- Company Benefits: A competitive holiday entitlement, two days special leave per annum for volunteering, additional holiday purchase scheme, flexible retirement plan, and more.
- Professional Development: Opportunity to join a global company and develop your skills and career.
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