Service Desk Team Leader

5 days ago

Watford, United Kingdom EMIS Full time

Service Desk Team Leader Job working from home and the Watford office as part of the dynamic service desk team at EMIS.

Our Vision and Your Impact

Our vision is to be the leading provider of innovative healthcare technology that ultimately improves people’s lives. Are you interested in becoming part of that vision?

Responsible for providing essential technology to 10,000 healthcare organisations across all major UK health sectors, we are looking for a Service Desk Team Leader to manage a team of 14 Support Analysts.

You will lead the service desk team and be responsible for the resource management and capacity planning of the service desk to ensure that service is maintained to the customer at all times, whilst also providing support, guidance and a point of escalation for the team. Collaboration is key at EMIS, as Service Desk Team Leader you will work proactively with other Team Leaders and external customers to provide updates on the service desk function over 4 EMIS product sets.

Transforming your career within service desk team management at EMIS you will work with your team to ensure SLA’s are met and report to the business on team performance.

This Service Desk Team Leader role is to work in the Watford office 2 days a week and then from home. Once you have completed your induction there is an on call manager rota where you would be on call 1 in every 5 weeks.

What you’ll do

**As Service Desk Team Leader your key duties will include**:
Manage and maintain the service desk rota to ensure that adequate resource is in place to meet customer demand; core hours, lunch time and Saturdays;
Day to day management of direct reportees; holiday bookings, absence management, monthly reviews, and deputising for the Service Desk Managers as required etc;
Creating reports on staff performance and inbound call statistics to measure productivity and anticipate trends in call volumes.

Who you’ll be

We want to make sure you’re set for success so the key skills we’re looking for in the role are below. We know not everyone ticks all the boxes and we’ll provide training on some of the areas if you’re the right person for the role.

Previous experience managing or leading a team is essential.

Experience working in a service desk environment.

Excellent communications skills both written and verbal.

Ability to work well across different functions and levels and able to building relationships with the customer and other 3rd party suppliers.

Previous experience working in an ITIL framework or ITIL qualified would be desirable.

What We’ll Give You

This is an excellent opportunity for a Service Desk Team Leader to develop you career within support services. You will receive a competitive salary with excellent benefits such as pension, 25 days holiday and other lifestyle benefits. To make sure you’re never out of pocket you will also join the health care cash plan that allows you to claim back medical, vision, and dental treatments, through to phsio, reflexology, and much more, totalling over £2000 a year.

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