Service Desk Team Leader

Norco Group Ltd has an exciting opportunity for someone to join our team and work as Service Desk Team Leader within our business on a full time, permanent basis at our head office based in Aberdeen, UK. The role is 40 hours per week, Monday - Friday.

As the Service Desk Team Leader, you will be responsible for overseeing and coordinating the daily operations of the Service Desk Team at Norco Group Limited. You will ensure that all service support functions are delivered efficiently, accurately, and in a timely manner to support the service desk, our field engineers, meet customer expectations and maintain effective operational processes.

Roles & Responsibilities

The main duties and responsibilities will include (but are not limited to):

- Supervise the service desk team, ensuring all administrative duties are performed to a high standard and within deadlines
- Will undertake service desk responsibilities alongside supervisory duties, including responding to customer enquiries and resolving support issues as part of day-to-day operations
- Oversee the preparation and delivery of job reports and service invoicing
- Coordinate effective scheduling and communication of service jobs, including accommodation arrangements for Service Engineers when required.
- Ensure all service records are maintained accurately
- Coordinate the ordering of equipment and parts, track delivery timelines, and liaise with suppliers to ensure timely delivery.
- Monitor and assist with chasing customer Purchase Orders.
- Oversee the compilation and analysis of monthly service statistics and KPIs.
- Set team objectives, monitor performance, and conduct regular one-to-one reviews and appraisals.
- Provide training, support, and guidance to service desk team members to ensure continued development and adherence to best practices.
- Manage team workload, plan resource allocation, and ensure adequate service desk coverage at all times.
- Provide holiday and sickness cover on the service desk as required, maintaining support levels during periods of absence.
- Identify and implement process improvements to increase efficiency and accuracy within the service desk function.
- Ensure continuous improvement through feedback, customer service metrics, and internal audits.
- Maintain service quality standards and ensure compliance with company policies and industry regulations.
- Produce and present regular reports to senior management, providing insights into team performance, service trends, and operational issues.
- Act as the main point of contact between the service desk and other departments
- Manage escalations from internal stakeholders or customers in a timely and professional manner.
- Collaborate with field engineers to ensure jobs are adequately supported from an administrative perspective.
- Undertake any additional responsibilities as required by Norco Group Limited

**Skills & Experience**

**Essential**:

- Proven experience in a service desk or service coordination role.
- Strong administrative and organisational skills with high attention to detail.
- Excellent communication and interpersonal abilities.
- Ability to manage a small team and delegate effectively.
- Good knowledge of MS Office (Word, Excel, Outlook)
- Ability to prioritise workload in a fast-paced environment and meet deadlines.

**Desirable**:

- Experience in a service environment.
- Familiarity with purchasing processes and supplier coordination.
- Previous leadership or supervisory experience.

**Personal Attributes**
- Proactive and solution oriented mindset.
- Team player with a collaborative approach.
- Professional and customer focused attitude.
- Willingness to take ownership and accountability.

Norco Group Limited believe in Equality, Diversity and Inclusion and welcome all applicants

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

Pay: £35,000.00-£40,000.00 per year

**Benefits**:

- Company pension
- On-site parking

Work Location: In person