IT Service Desk Team Leader

At Grandir UK, we're looking for a Service Desk Team Lead to manage our internal IT Service Desk. You'll lead a dedicated team focused on delivering efficient solutions and exceptional customer service across the business.

Can be worked on a hybrid basis with 2 days a week in the office if preferred.

Join us and enjoy the following a host of attractive benefits including:

• Holiday 25 days plus bank holidays (3 days must be reserved for Christmas shut down).
• Generous discount on childcare.
• 'Wellbeing Day' an extra day off each year, just for you, outside of your holiday allowance.
• Private Medical Insurance: Bupa or equivalent.
• 24/7 remote GP appointments.
• Healthcare cash plan - Claim cash back on medical procedures such as dental care and physiotherapy.
• Death in service policy.

• Employee Assistance Programme (EAP).

• Recommend friends and family to work for us and be rewarded with a cash bonus.

• Grand Event Leave
  
  Employees with 2 years' service or more are eligible for up to one week of additional paid leave to celebrate a significant life event (e.g., wedding, civil partnership, milestone birthday, or similar).
• Discretionary Sick Pay
  
  Employees may be eligible for up to 5 days' discretionary sick pay after completing their probation period (subject to management approval and further discussion).

What you will be doing:

• Managing day-to-day operations of the service desk and its team.
• Leading, mentoring and developing the service desk team.
• Overseeing incidents and responses, ensuring excellent management of external partners whilst keeping internal stakeholders up to date throughout.
• Monitoring ticket performance against SLAs and KPIs.
• Monitoring customer satisfaction, assisting with complaints and implementing continuous improvement measures.
• Supporting the Head of IT with onboarding of new technology, nurseries, partners, suppliers, and team members.
• Handling technical escalations and ensuring timely resolution.
• Conducting trend analysis and implementing service improvements.
• Maintaining and developing our internal documentation platform whilst overseeing team utilisation.
• Liaising with other departments, external partners and vendors as required.
• Working with the Head of IT to continuously improve the department, the businesses' technology and end user experiences.

You will have come from a hands-on technical support background, with a strong understanding of service management practices, demonstrating a proven ability to lead and develop high-performing support teams. Your experience will include managing SLAs, driving continuous service improvement, incident management, and ensuring excellent customer satisfaction across a multi-site organisation. You will have a solid grasp of cyber security principles and understand how to mitigate risks through effective service desk processes and user education. Your ability to communicate clearly with both technical and non-technical employees, stakeholders and partners will be key to your success in this role.

Essential qualifications & skills

• You will have a proven track record of team leadership and performance management, with at least 2 years' experience within a relevant role.
• You will have a keen eye for detail and be customer focused, with excellent analytical and problem-solving capability.
• You will have excellent customer service and communication skills, with the ability to communicate effectively with non-IT employees alongside external partners.
• You will have the skillset to effectively document processes and monitor team performance.
• You will have effective resource management skills and the ability to manage a dynamic workload.
• Excellent workload and time-management skills.
• Be able to successfully pass an enhanced DBS check.

Desirable qualifications & skills

• Project management experience and/or qualifications.
• Previous experience as a service desk team leader or manager.
• Degree in a relevant subject.
• Implementation experience of ITSM Tools.

Grandir UK is committed to safeguarding and promoting the welfare of children and young people and an enhanced DBS check will be required for this role.

We are an equal opportunity employer and select staff on merit, irrespective of age, disability, gender reassignment, marriage & civil partnership, race, sex, sexual orientation, religion, or belief.

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