Service Desk Team Leader

LOCATION

**Hybrid/London**

CONTRACT TYPE

**Permanent**

APPLY BY

**10-Feb-2025**

SALARY RANGE

**£40,214.00 - £44,447.00**

JOB CATEGORY

**IT & Technology**

WORKING PATTERN

**5 days per week**

WEEKLY HOURS

**35 hours**

Age UK's Digital & Technology division is recruiting for a **Service Desk Team Leader** to join our customer-centric team.

This is an exciting time for the Service Desk as it is working to deliver a service improvement roadmap aligned to the Service Desk Institute’s global best practice standards.

You will lead a team of Service Desk Analysts, with responsibility for tasks related to operational performance and people management. You’ll work with the Senior Service Desk Analyst to develop and grow the team’s technical skills.

The team will provide first touch support for all of Age UK’s technical Infrastructure - including desktop, software and mobile device management and Telephony (includes Incidents, Requests and Changes). You’ll work on operational and administrative activities associated with the Service Desk - including reports, account management, moves, adds, deletes and changes.

You’ll act as the point of escalation for Analyst queries and technical advice and will participate in CAB meetings as part of our Change Management Process as well as being part of the Major Incident Management Team during major incidents.

Passionate about providing a brilliant Customer Experience, you’ll be proactive in monitoring call volumes, queues and data on a daily basis to help to ensure optimal ticket levels and responsible for ticket logging and allocation within the ITSM tool, setting an example on ticket management.

Data-driven, you’ll carry out Service Desk reporting and trend analysis activities and play a key role in managing the Asset database and management process.

This is a great opportunity for an experienced **Service Desk Team Leader** to use your innovation to add to a Knowledgebase to help ensure team resiliency wherever possible.

**This fulfilling role is offered on a hybrid contract with circa 4 days a week being worked on site at our London office (EC3N 2LB). There will be a requirement to cover the Service Desk between the opening hours of 8am-7pm as agreed on a rota-basis.**

Age UK internal grade - 6LT

Must haves:
The below competencies will be assessed at the indicated stage of the recruitment process:
**Application = A, Interview = I, Test = T, Presentation = P**

**Experience**
Significant experience of operational management of a medium sized remote team on a busy Service Desk. (A, I)
Significant people management experience (A, I)
Significant experience of working with and managing Incident Management and Request Fulfilment processes (I, P)
Significant experience of working with an ITSM platform (A, I)
Significant experience of working with a Telephony platform (A, I)
Experience of working in an ITIL environment with a demonstrable knowledge of how ITSM processes are utilised to deliver an outstanding service (A, I)

**Skills and Knowledge**
Good understanding of effective Office 365 administration support (A, I)
Good understanding of effective Windows 10 troubleshooting support (A, I)
Good understanding of effective Active Directory/Azure Active Directory support (A, I)
Good understanding of Intune support (A, I)
Excellent communication skills, both written and verbal (A, I, P)

**Personal attributes**
Passionate about providing a brilliant User Experience (I, P)

**Great to Have’s**:
The below competencies will be assessed at the indicated stage of the recruitment process:
**Application = A, Interview = I, Test = T, Presentation = P**

**Skills and Knowledge**
Service Desk Institute Manager certification (A, I)
ITIL4 foundation certification (A)

What we offer in return
- Competitive salary, 26 days annual leave + bank holidays + annual leave purchase scheme
- Excellent pension scheme, life assurance, health cashback plan and EAP
- Car Benefit Scheme, Cycle to Work Scheme and Season Ticket Loan
- Techscheme - buy any tech from Apple or Currys, up to £1000, and spread the cost over 12 months, interest free
- Blue Light Card Scheme
- You Did It Awards - recognition awards from £100-250.

Additional Information

This role is hybrid between home-based and your designated office(s) with 4 days a week on-site plus ad-hoc as requested by the IT Service Delivery Management team.
You’ll be expected to share management cover of the Service Desk 8-7 core hours rota with the Service Desk leadership team.

Internet bandwidth: 40Mbps minimum.
Internet connectivity: Wired / ADSL / Fibre.
Stable and safe working environment as outlined in Age UK’s working from home policy.

**Supporting statements and anonymisation**

**Equal opportunities & Disability Confident Scheme**

**Reasonable adjustments**

Age UK is able to provide Skilled Worker sponsorship for eligible roles only. If this applies to you, please contact the recruitment team to discuss. If the role is not el