Service Desk Lead

Excellent opportunity for Service Desk Lead to be part of our Cloud Infrastructure & Security services practice. Cognizant Infrastructure Services - Provides IT infrastructure & Cloud services for clients across industry verticals, including both Consulting/Professional and Managed Services, across Enterprise Computing, Cloud services, Security Services, DevOps, Data Centres, End User Computing, Service Desk, Network Services and Environment Management Services.

Responsible for the management and smooth running of the Global Service Desk. The role is expected to work as part of a team, flexibly, covering 24/7/365.

**Key responsibilities include, but are not limited to**:
**Driving a high quality, consistent Global Service Desk service to all customers**
- To conduct proactive, real-time monitoring of service levels to ensure that tickets are resolved in a timely manner, in line with SLA’s and that all work is appropriately allocated out amongst the team.
- To ensure that any high priority issues are identified and passed to the correct team for resolution.
- To take part in Major Incident calls as required on behalf of the Service Desk or ensure that a qualified team member is in attendance.
- Champion, develop and maintain channels of communication between resolution teams and the Global Service Desk.
- Responsible to review team performance against agreed KPI’s and SLA’s - conducting conversations that enhance both the individual and team performance.
- To maintain oversight of (or manage)escalations and complaints, ensuring the right actions are taken in line with specific stakeholder requirements.

**Identifying and implementing service improvements**
- Responsible to review available service data, identifying trends and opportunities to “shift left”.
- Drive the identification and implementation of solutions to benefit the customer, providing evidence of service improvements via reporting of successes and failures.
- To support the successful transition of new service offerings being undertaken by the customer into the Global Service Desk.

**Ensuring the provision of high quality training and improvements in Analyst performance**
- To ensure effective onboarding and training plans are in place for all new starters.
- To organise knowledge transfer sessions with technical SME’s for the team, alongside appropriate supporting documentation.
- To ensure training plans are in place for all the team members, aligned with an appropriate Skills matrix.

**Provision of effective team management, ensuring engagement and high performance**
- Ensure effective resourcing plans are in place to deliver a high quality service.
- Ensure all team members are clear about what they need to do to be successful in their roles, including clarity on objectives and required behaviours.
- Ensure all team members have regular performance conversations and are provided with regular feedback to help them grow and develop.
- Ensure all team members have a tailored development plan and are supported in meeting their development goals.

**Behavioural Competencies**

**Stakeholder requirements**
- Equips others with skills necessary to deliver outstanding service to the business.
- Provides advice and direction to colleagues on managing stakeholder expectations and/or responding to complex issues.

**Communication**
- Engages different audiences by using a range of impactful communication channels.
- Adapts their communication style to get the best out of others and motivates them to achieve the best results.

**Relationship management**
- Engages with stakeholders and their teams through regular meetings.
- Raises awareness of diversity, individual and cultural differences, and ways of working.

**Solution focus**
- Takes responsibility for their teams results, while holding others accountable for their work.
- Ensures the team works together and with other parts of IT to deliver integrated solutions.

**Efficiency and quality**
- Ensures their team at all times delivers high-quality and accurate work while paying attention to detail.
- Sets realistic expectations, priorities and deadlines and optimises available resources.
- Develops processes and ways of working with efficiency and accuracy in mind.

**Continuous improvement and innovation**
- Continuously identifies opportunities for improvements by evaluating ways of working within and across teams.
- Proactively seeks ideas and suggestions and implements beneficial improvements.

**Analysis and decision-making**
- Analyses and makes sense of a range of information; effectively manages large amounts of data.

**Commercial acumen**
- Understands how their own and the teams activity impacts financial performance of the firm.
- Monitors performance against clear standards and expectations.

**Risk and governance**
- Contributes to the development of the firm’s policies and procedures and ensures they are followed.

**Collaboration**
- Adopt a ‘One Team’ mind set