Service Desk Team Leader

**Job Description**:
**Service Desk Team Lead: This role is based out of Swindon Location & Requires Full time in the office.**

**Who are we?**

Thames Water is the UK’s largest water and wastewater company. We make a daily difference to our 15 million customers by supplying 2.6 billion liters of water through 32,000 km of pipes, keeping taps flowing and toilets flushing.
At Thames Water, every one of our actions, big and small, matters every day. Water is essential to life, so our business is always open.
In Team Digital, we are planning for a future where the technology solutions we co-create and design enable us to achieve our goal to protect our greatest natural resource and allow our customers, communities, and the environment to thrive.

**What will you be doing?**

As a team, our vision is to create an everyday digital experience for the people we serve — our customers — by putting them at the heart of everything we do. As part of our award-winning team, you will help the business become an intelligent, united organization to deliver our digital transformation and turnaround.
The purpose of this role is to direct a technical team who prides itself on delivering great Customer Service whilst analyzing operational performance, trends, and insights into improving the resolution of IT Incidents and the fulfillment of Service requests. This is a challenging position that requires you to help deliver the best next generation of services to our customers.
- Leading and developing a multi-functional 24/7 Team, providing support to our customers through a variety of means including a central Phone Support Team and onsite Digital Drop-in Clinics at P1 Sites.- Meeting and monitoring established service levels for the Service Desk.- Maintaining Shift allocation for a 24/7 Service.- Accountable for resolution of incidents where possible, aiming to achieve a high first-time fix rate.- Coordinating escalations through to resolution.- Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner- Proactively look for improvement areas as part of a continuous improvement process within the Service Desk function- Monitors the quality of support documentation- Works with project managers ensuring a smooth transition from projects into business as usual- Investigates problems in systems, processes, and services. Assists with the implementation of agreed remedies and preventative measures.- Promotes and ensures the use of appropriate techniques, methodologies, and tools.- Proactively engaging with Key stakeholders and attending relevant meetings that affect our customer base. This will include Incident Management, Problem Management, Change Management, and many more.**What should you bring to the role?**
- We want to bring collectively a team of brilliant technical minds with game-changing ideas. We are looking for people who will help us re-imagine the way we work and the way we get things done.- A truly digital mindset. Open to the partnership. Open to risk. Open to new ways of doing things.- Obsessed with data. Obsessed with excellence.- People who think and behave differently from the way we do. People who don’t want to just be another cog in the machine.- Strong experience working in a similar role- Demonstrates a passion for IT and customer service with excellent English written and verbal communication skills- Experience working in a fast-paced office environment, with the ability to work under pressure and manage multiple tasks at any one time- In-depth experience in directing a Service Desk Team- Excellent communication and presentation skills with the ability to convey technical information to non-technical staff through different means, including IT Inductions.- Further professional qualifications (ITIL) are desirable- Strong technical skills across multiple technologies, including Office 365 and Windows 10- Good People Management, time management, and organizational skills with the ability to meet deadlines.**What is in it for you?**
It’s an incredibly exciting time to join Team Digital, the best people to tell you why, are the people on our team. Take a look at the video below to find out what they think.

Thames Water is a dynamic, rewarding, and diverse place to work, with opportunities around every corner. If you join our team, you will enjoy a fulfilling career and flexible working arrangements.
Our competitive salary package includes an excellent contributory pension, 28 days holiday per year increasing to 30 with a length of service, and a wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing.

Find out more about working at Thames Water.
We deliver life's essential service to our customers, communities, and the environment can thrive. This means, when a crisis happens, we all rally around to promote our customers. As part of Team Thames, you w