Service Desk Team Leader

**Service Desk Team Leader**

One of the UK’s fastest growing utility suppliers, Castle Water has an exciting opportunity for an **IT Service Desk Team Lead **in our expanding IT Division.

This is a rare opportunity to join a successful and fully established water retailer.
- 35 hours per week, working day shifts Monday to Friday
- Participate in on-call rota to cover weekends and holidays
- Salary range £25,000 to £35,000, depending on experience
- 28 days holiday and Company sick pay scheme
- Modern offices in Blairgowrie with free parking, good transport links and free tea/coffee
- All IT equipment will be provided
- Excellent pension and life insurance policies as standard
- Comprehensive induction training with ongoing support in the role
- Great development opportunities for those who want to progress

You can expect to be part of a positive and supportive team, with a strong emphasis on structured training and support to help you succeed in your role. The Service Desk Tea Leader role is varied, and there are always opportunities to use your existing skills as well as to learn new skills. We value our people and thrive on supporting our employees to help them develop and advance in their careers with us.

This is a permanent opportunity with an immediate start date.

**Key Responsibilities**:

- Manage day-to-day activities compliantly for Incident Management, Change Management, Request Management, Problem Management
- Escalation point for Service Desk Analysts.
- Monitor incident and service requests logged with the Service Desk, ensuring service tickets are responded to and resolved within SLA and with a high degree of customer service and expertise.
- Identify and report to the IT operations manager any incidents that could impact the business.
- Team Rota management and planning for support shifts and on-call.
- Provide support/assistance to other members of the IT function where appropriate.
- Identify and help resolve any gaps within the processes and identify areas for continuous service improvement.
- Production of weekly and monthly reports on team metrics.
- Adhering to document management processes and best practice.
- Preparation and coordination of service transition hand over activities from Projects into the Service Desk.
- Maintains relationships with Internal and External stakeholders
- Line Management Responsibilities for Service Desk Analysts.
- Encourage professional development of Service Desk Analysts.

**Key Skills & Experience**:

- Experience of managing a team to undertake IT Incident Management, IT Service Request fulfilment, IT Change Management and IT Problem Management
- Strong organizational skills, including a demonstrable ability to manage a team to balance competing priorities to meet tight deadlines.
- Experience of dealing with multiple stakeholders across disciplines using excellent oral and written communication skills
- Experience of developing individuals and teams using continuous improvement techniques to enhance customer service
- Excellent problem-solving skills with the ability to identify root cause and implement controlled changes (RCA - Root cause analysis skills)
- ITIL Qualified Preferred
- Good technical background and knowledge of common software package.
- You will have experience of desktop operating systems including Microsoft Azure, Office 365 and Microsoft Windows 10.

**About the Company**
- Castle Water is the UK’s leading independent water retailer and one of the fastest growing and most successful companies in the utility sector. Our customers include some of the largest companies and public sector bodies in the UK.
- Castle Water aims to deliver the best customer service in the sector. We’re investing in great technology but it’s our people who make this possible, so we also invest in our employees, providing fantastic training and development opportunities.
- Castle Water has a track record of providing excellent customer service, and of developing innovative approaches to utility supply - we’ve been doing this since 2014. We have more 5-star reviews on Trustpilot than all other water retailers combined. We pride ourselves on being transparent and for treating customers fairly.
- Our head office is based in Blairgowrie, Perthshire, within easy commuting distance of both Perth and Dundee. We are embedded in the local community and participate in many local events and activities.
- If you believe you have the skills and experience to join our Customer Service Team please send a copy of your CV and Cover Letter

**Job Types**: Full-time, Permanent

**Salary**: £25,000.00-£35,000.00 per year

**Benefits**:

- Company pension
- Cycle to work scheme
- Life insurance
- On-site parking
- Sick pay

Schedule:

- Day shift
- Monday to Friday

COVID-19 considerations:
We continue to adhere to government guidelines to ensure a safe working environment

Application question(s):

- Do you live within commuting distance of Blairgowrie?
- Wh