Service Desk Team Leader

**The Role**

The Service Desk Team Leader role is responsible for managing the operation of the Service Desk. This role is crucial to ensuring customer requirements are met in terms of communication, prioritising, escalating and resolving incidents and requests.

The Service Desk Team leader provides leadership and mentoring to the Service Desk Team and will drive a culture of continual process improvement within the Service Desk team and the wider IT Team.

**What you will be doing?**
- Manage the level of service to customers (24x7x365), ensure that service levels are achieved in line with contracts and that customers’ expectations are met or exceeded;
- Ultimate responsibility for ownership of all customer’s incidents or logged service requests;
- Track the incidents to conclusion in line with SLAs and quality standards;
- Manage critical customer incidents, associated to customer communication, activities and any appropriate escalations;
- Provide information about incident analysis and KPIs;
- Build relationship with customers, Review performance reports, service improvements, service quality and processes;
- Provide management and performance reports to the Service Desk Manager.
- Measure, monitor and work to drive down incident levels.
- Ensure that practices and processes exist and when it is possible are standardized and repeatable. Ensure that these ones are continually improving and produce business cases to support team activities;
- Work alongside the Service Desk Manager to Identify and implement improvements to the Service Desk incident logging system in order to provide a more effective and efficient service to customers;
- Ensure that the Service Desk is fully using appropriate knowledge management tools and practices in order to provide a more effective and efficient service to customers;
- Contribute to the success of the business and assist in improving the overall customers experience within the team
- Ensure that the CAE Mission and Vision, strategy and business plan are understood by all the team;
- Meet goals and KPIs as set by the Service Desk Manager;
- Ensure that team’s KPIs are monitored, actions are taken, evaluated accordingly and delegated properly;
- Review aspects for improvement with own practices and processes and ensure that communication takes place across the whole area of responsibility.

**Key Performance Indicators**:

- Responding to all stakeholder communication within 15 minutes
- First contact/line fix ratios
- Proactive updating of all assigned tickets
- Call Resolution
- Customer Satisfaction (Team and Individual)
- High quality and thorough documentation of customer work

**The above list is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope of the post**

**What is needed?**

***
- Working Knowledge and Understanding of the following systems, Microsoft - Office, Active Directory & Exchange & Networking.
- A demonstrated focus on customer service excellence (mandatory)
- Excellent communication skills (mandatory)
- Ability to take a leadership role in IT Incident escalations
- Ability to provide leadership in customer service and customer communication on behalf of the IT Team
- Demonstrated stakeholder engagement skills
- Target focussed and results driven
- Strong business understanding and focus
- Demonstrated conflict management and resolution experience
- Seeks the best outcomes for the business and all customers
- Strong negotiation skills Self-motivated, with strong ability to work both independently and with teams and managers as appropriate

**Desired**
- ITIL/SDI Qualification

**The Company**

This is CAE - Our goal is to be recognised as the most trusted and valued IT infrastructure solutions provider, and be chosen by our customers, partners and everyone in the CAE family, because of our unique understanding, total commitment and positive engagement.

We get recognised in a number of different ways:

- As a Sunday Times Top 100 Best Places to Work
- With a Glassdoor score of 4.1
- Having ISO9001 and 27001 certifications
- With multiple awards from manufacturers including Cisco and Palo Alto
- As part of the Sunday Times International Track 200 for fast growing exports
- Being 3 star accredited with the Service Desk Institute
- Within our industry with shortlists and wins from CRN and Comms dealer magazines
- and every time we get an order from one of customers - recognising that we are their partner of choice whether they are in the Commercial, Public or not for profit sectors

It is our approach that sets us apart and our people that make us different #thisishowwedoit

**What is next?**

**Benefits**:

- Bupa Cash Plan
- Investors in Personal Development
- Pension Scheme
- Death in Service
- Staff Referral Scheme
- Private Medical Insurance
- Tech Scheme
- Will writing
- Additional benefits: Shopping discounts, Length of service awards, BUPA anytime Healt