Service Desk Team Leader 183408

**Come and join the Littlefish team**
**Salary: Up to £35,000**
Here at Littlefish, we look for people who can make a real difference and become a giant slayer. As the world around us continues to change, we look for people who grab that change with optimism and excitement. These are the passionate and high performing people who enjoy and thrive on thinking outside the box.
Our current employees are the giant slayers who have made Littlefish who we are today, and you will be the future employees who continue to add the drive, passion, and add to our skills and experience as we see Littlefish grow.
So, if this is ticking your boxes and you are excited at the thought of working with creative, passionate, energetic, friendly people
- we would love to hear from you.

**The role**:
Littlefish is looking for a Service Desk Team Leader to join our team in Sheffield.
As the Service Desk Team Leader, you will provide management support to one or more teams (PODs) of Service Desk Engineers. Also, as the Service Desk Team Leader, you will be responsible for; ensuring delivery of agreed service levels, customer service reviews, hiring and onboarding for your assigned team, check and improve the quality of the service desks work.

**What you’ll be getting up to on a day-to-day basis**:

- Direct line management for a team of up to 15 service desk engineers, providing feedback through 121s and formal reviews.
- Monitoring and managing the service desk engineer’s daily performance and productivity, assigning workload and tasks to meet customer demands
- Mentoring and coaching members of the team, acting as a hierarchical and technical escalation point
- Responsible for all tickets currently assigned to the service desk queue, monitoring breach status and open backlog, prioritising engineer effort and time to meet customer SLAs and KPIs
- Engagement point with the customer for service improvements and initiatives to improve the customer offering.
- Initial escalation point for end user issues and complaints.
- Supporting the service transition process, onboarding new customer and new customer processes/technologies.
- Provide input and reporting for service desk resource forecasting and planning on a regular basis.

**What will ensure your CV stands out from the crowd?**
- Prior Service Desk management experience and IT Service Management awareness. ITIL or SDI certification.
- Technical background with understanding of core enterprise technologies, terminology and best practice. Microsoft 365 fundamentals certification or equivalent.
- Evidence of stakeholder management, planning and prioritisation, coaching and development, and effective leadership skills.

**What can we offer you?**
- Through our one-of-a-kind training programme, the Littlefish Academy, you can increase your earnings by £4,500. The Littlefish Academy is a structured learning and development program that gives you the opportunity to improve your technical ability, enhance the quality of service you provide to our customers and increase your earning potential.
- Referral bonus scheme of £800 when you successfully refer a friend.
- Healthcare cash plan. This will give you access to online GP appointments, 24/7 access to qualified counsellors and cash back against a range of general healthcare, i.e., Dental, Optical, Physio, plus much more
- Casual dress policy
- Breakout facilities with table tennis and gaming suites
- Pizza Fridays
- Company social events
- Much, much more

**Do we tick your boxes?**
Our company values shape who we are as a business, what we stand for and how we work. Hiring people with our values at heart, is very important as we see Littlefish grow.
**I am High Performing
- **I like to raise the bar, we look at creating opportunities to increase quality and improve efficiency, we strive for service excellence.
**I am Passionate**- We build team success and celebrate them together, I am enthusiastic and energetic, I care about the people I work with and we support one another.
**I Have a Can-Do Attitude
- **I am not afraid to step outside my comfort zone, we are not afraid to challenge status quo, we get stuff done

**_Here at Littlefish we’re committed to promoting and monitoring Equality, Diversity and Inclusion (EDI)._**
**_By collating EDI data we can monitor both our workforce composition and recruitment and selection processes, which in turn gives us facts and figures around equal opportunities, our diversity demographic and how inclusive we are at every stage in the process. Littlefish has grown rapidly over the last few years and as we evolve it is important to us to be able to understand and respond to our current and future workforce. Our aim is to be able to categorically demonstrate our positive reach in line with the Equality Act. The data we capture as part of selection process will only be used for the purpose in which it is intended for (anonymous data reporting), will be stored centrally in our HR Departmen