Service Desk Team Leader

**Come and join the Littlefish team**

**_Service Desk Team Leader_**

Here at Littlefish, we look for people who can make a real difference and become a giant slayer. As the world around us continues to change, we look for people who grab that change with optimism and excitement. These are the passionate and high performing people who enjoy and thrive on thinking outside the box.
Our current employees are the giant slayers who have made Littlefish who we are today, and you will be the future employees who continue to add the drive, passion, and add to our skills and experience as we see Littlefish grow.
So, if this is ticking your boxes and you are excited at the thought of working with creative, passionate, energetic, friendly people
- we would love to hear from you.

**The role**:
Littlefish are seeking a Service Desk Team Leader to join our Service Desk Management Team As a Service Desk Team Leader, you will be responsible for ensuring delivery of agreed service levels and provide management for a team of up to 15 engineers.

**What you’ll be getting up to on a day-to-day basis**:

- Provide feedback through 121s and formal reviews
- Monitoring and managing the service desk engineer’s daily performance and productivity, assigning workload and tasks to meet customer demands
- Mentoring and coaching members of the team, acting as a hierarchical and technical escalation point
- Check and improve the quality of the service desks work, reviewing feedback and ticket information to improve the service offering
- Responsible for all tickets currently assigned to the service desk queue, monitoring breach status and open backlog, prioritising engineer effort and time to meet customer SLAs and KPIs
- Engagement point with the customer for service improvements and initiatives to improve the customer offering
- Initial escalation point for end user issues and complaints
- Attending customer service reviews and operational service meetings
- Supporting the service transition process, onboarding new customer and new customer processes/technologies
- Provide input and reporting for service desk resource forecasting and planning on a regular basis
- Hiring and onboarding for assigned team, interviewing, selecting, and inducting new starters into the team
- Managing the engineer onboarding lifecycle from day 1 to probation completion
- Ad hoc service desk projects and internal service improvements.

**What will ensure your CV stands out from the crowd?**
- Previous experience within a service desk or technical contact centre environment
- Familiarity it ITSM practices (ITIL)
- Familiarity with CRM/IT Case management software’s

**What can we offer you?**
- Through our one of a kind training programme, the Littlefish Academy, you can increase your earnings by £4,500. The Littlefish Academy is a structured learning and development program that gives you the opportunity to improve your technical ability, enhance the quality of service you provide to our customers and increase your earning potential
- Referral bonus scheme of £800 when you successfully refer a friend
- Access to our LinkedIn Learning platform, with over 16000 expert-led online tutorials to enhance and achieve your personal and professional goals
- Healthcare cash plan. This will give you access to online GP appointments, 24/7 access to qualified counsellors and cash back against a range of general healthcare, i.e., Dental, Optical, Physio, plus much more
- Casual dress policy
- Company Pension Scheme
- Breakout facilities with table tennis and gaming suites
- Pizza Fridays
- Company social events
- Much, much more

**Do we tick your boxes?**

**Life at Littlefish**:
When our employees and visitors experience our offices, they often comment on the “vibe” and “feel good factor” that they experience.
The Littlefish vibe is the result of our #peoplematter approach to employment and employees and is testament to the organisational culture we promote. Our approach is simple, we put our people first, every time and without hesitation. We have worked hard to create our culture and work harder to maintain and enhance it, to ensure Littlefish is the place to be for your career journey
Our company values shape who we are as a business, what we stand for and how we work. Hiring people with our values at heart, is very important as we see Littlefish grow.
**I am High Performing
- **I like to raise the bar, we look at creating opportunities to increase quality and improve efficiency, we strive for service excellence.
**I am Passionate**- We build team success and celebrate them together, I am enthusiastic and energetic, I care about the people I work with and we support one another.
**I Have a Can-Do Attitude
- **I am not afraid to step outside my comfort zone, we are not afraid to challenge status quo, we get stuff done
**_Here at Littlefish we’re committed to promoting and monitoring Equality, Diversity and Inclusion (EDI)._**
**_By collating ED