Service Desk Team Leader

Overview:
**Are you experienced at managing 1**
**st**
**and 2**
**nd**
**Line Helpdesk Teams? Are you experienced in Incident Management? Are you a motivational and supportive leader?**

If so, this may be the opportunity for you

We are not working with agencies for this role.

This role is not currently on the 'Skilled Worker Visa: Shortage Occupations' List, and therefore under the terms of our Licence we are unable to provide VISA sponsorship for this position. We will continue to monitor this list for updates.

The Role:
**Primary duties include**:

- Assisting in the development of the Service Desk team to ensure they are capable of undertaking their roles and responsibilities effectively
- Managing the performance of the team to ensure agreed overall service levels and KPI’s are achieved
- Analyse productivity and effectiveness of Service Desk agents and report back the appropriate level of constructive feedback
- Agreeing performance objectives with individual team members and communicate performance against objectives on a monthly basis
- Undertaking regular structured and call recorded one to one sessions with the team.
- Dealing with high level complaints and identifying effective solutions for our customers
- Analysing type of calls to spot trends and improve the service we offer
- Supporting a continuous improvement programme and ensure ALL processes and procedures are evaluated for efficiency
- Manage rota, holiday requests and authorised absences to ensure adequate cover at all times
- Assisting in the recruitment and selection of new staff
- Preparing reports/management information as instructed by the Operational Support Manager
- Work with Incident Management to ensure that Incident Management fundamentals are being supported and adhered to
- Consider major issue/incident impact to the wider Service Desk and work with Incident Management to manage inputs/outputs from major issues

**A successful Service Desk Team Leader at Flooid will**:

- Support the team in creating a motivational and supportive working environment
- Lead by example
- Be change oriented and decisive

Skills and Experience:
The experience we’d like you to have:

- Proven experience in a Technical Team Leader position within a Service Desk environment.
- Excellent communication skills with the ability to communicate at all levels.
- Accurate, numerate with the ability to display logic problem solving abilities.
- A good level of general education.
- The ability to demonstrate a flexible and adaptable approach with the ability to work as a team player.
- The ability to work on own initiative.

You may have experience in ITIL

The Company:
Flooid are a software technology company. We offer retailers an omnichannel solution across any sales channel from point of sale, mobile, online, social, and beyond, offering solutions for Cloud and Managed Services, ensuring we provide our retailers with everything they need to make their sale.

Our customers’ needs are at the heart of what we do which has resulted in great success in what we’ve done and an exciting strategy for where we are heading.

**Location**:Coventry. Hybrid working.

**Contract Type**:Permanent

**Hours**:Full Time

We understand that you have commitments - picking up children, being a carer or a gym class you just can’t miss. We recognise the importance of helping you balance your working life with other priorities - that is why we have a work from home policy and flexibility with the working hours in the day.

**Benefits**:Competitive salary. 25 days holiday + bank holidays (and the option to purchase an additional 5 days annual leave). Company sick pay. Enhanced Family Leave policies. Westfield Health Cash Plan - claim money back for wellbeing and alternative therapies and have access to a GP 24/7. Access to a discount platform. Life assurance. Free annual eye test. Cycle to work scheme.