Service Desk Team Leader

**Title:Service Desk Team Leader**

**Location**: Principal location Kent but may be required to work at other Company customer sites.

**Reportingto**: Service Desk Manager

**Role**:

- To lead the Support Service function of the IT Services team
- Completing technical support tasks in a Tier 1 and Tier 2 capacity
- Ensuring the team is organised daily, and are operating efficiently and effectively at all time
- Manage and report on the metrics to indicate the performance of IT services to Company Customers
- Ownership of the Service Desk support function based in the office, responsible for the smooth daily operational running of the team

**Responsibilities**:

- Ownership of all IT incidents and request throughout the lifecycle of the service event.
- Responsibility for the Service Desk Support team, taking responsibility for the service desk function based in the office, delivering Customer service excellence to all.
- Produce and maintain processes and procedures to enable efficient support services to the customer and the business
- Manage the and report on the performance of the IT Service Desk service to the Company’s Customers, and ensure the Service Levels are achieved
- To understand and adjust to business priorities and allocate/change tasks accordingly
- Delegate specific service desk responsibilities to team members to create specialization and increase service delivery pace
- Undertake and co-ordinate Priority 2, Priority 3 and Priority 4 support calls, with training from other engineers as required.
- Ensure all support calls within the call logging system follow defined processes and procedures
- Deliver great teamwork and communication throughout the IT team, motivating the team to create a positive work environment
- Produce a proactive level of support, building service relationships with the Company’s Customers
- To ensure that processes, procedures and best practise methodologies as specified are followed to ensure effective monitoring, control and support of service delivery
- Set achievable goals and targets to ensure the team is motivated and efficient, and can plan, report and measure resource allocation and success accordingly.
- Motivate, inspire, and support the team daily, to deliver outstanding IT service, quickly and with high quality
- Clear roadblocks when they arise, giving guidance, allowing creative thinking and creating a clear escalation path to other engineers or others within, or outside of the Company, where required
- Identifying repeating incidents in the helpdesk system and implementing processes and procedures to allow trend analysis on support calls in order to form action plans accordingly to eliminate and/or report on root causes of issues affecting the organisation.
- Provide a primary point of communication between the service desk, to the business, and Customers and provide a point of escalation into the IT support team for feedback and escalation.
- Input on regular client service reviews or in the event of a customer complaint
- Ensure the team deliver outstanding customer service, perception and satisfaction to all IT users with a positive can-do attitude.
- Facilitate technical training for Service Desk Engineers in line with the needs of the business and the individual
- Facilitate customer service training for Service Desk Engineers in line with the needs of the business and the individual
- Creation and constant update of service processes, reporting, procedures and documentation in order to facilitate efficiency in day-to-day tasks, enabling the team to meet required objectives and targets
- Monitor and report on IT team compliance with IT controls, policies and procedures
- Ensure that there is someone assigned to the team leader role when you are not there.
- Motivate and lead the team to ensure a positive, hardworking and rewarding environment exists which

reflects the business’ core values
- Ensure calls are kept up to date, with relevant quality updates, by other engineers daily, to ensure good customer service, and continuity to the customer so they are always aware of current status of their request
- Coordination of calls that require an on-site visit to complete and allocation of regular preventative maintenance tasks whilst engineers are on-site
- Implementation of Continual Service Improvement, to improve service delivery across the Service Desk and Onsite Helpdesk functions, and feeding change into the business or into the customers proactive project roadmap
- Identifying trends, and causes for escalations and creation of proactive projects
- Line Management responsibilities, assisted by the Service Desk manager, for members of the team
- Be involved with, and undertake any other duties as requested or required

**Skills,Knowledge and Experience**:
Essential:

- Proven Operational and technical knowledge and experience in handling and closing calls in a level 1 and level 2 technical capacity
- Proven experience in Implementing first call resolution and completing known fix / workarounds where appropriate in order to deliver excellence in service levels
- Experience in leading a team of technical desktop support engineers, undertaking support on, and offsite for customers
- Superb customer service and communication skills, both written and verbal - displays commitment to resolving problems as quickly as possible
- Excellent team leader, and player able to demonstrate motivation and implement inspiration to team members, daily.
- Enable and extract from team members, ideas to contribute and improve service, feeding into regular