Service Desk Team Leader
4 weeks ago
About the Role
We are seeking an experienced Service Desk Team Leader to lead and motivate our Service Desk team to deliver a high level of service to our end-users. The successful candidate will have a proven track record of supervising an IT services service desk in an outsourcing environment and experience in both technical and leadership roles in a service desk environment.
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 KPI's.
- Closely work with Incident & Problem Management functions, in order 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 polices.
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 pressurised 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 arrangement(s).
- General knowledge of Third party support agreement(s).
What We Offer
- A competitive 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 schemeFlexible retirement plan to support your physical, emotional and financial health including Employee Assistance Programme, financial protection, life cover and will writing, medical protection, gym, travel and retail discounts, and more.Company car / car allowance (role-specific), cycle to work scheme
- Opportunity to join a global company.
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