IT Service Desk Team Leader

4 days ago

Cardiff Gate, United Kingdom Royal Voluntary Service Full time

**IT Service Desk Team Leader**
Home-based (in the UK, with occasional national travel)
Belonging to the Royal Voluntary Service community means inspiring volunteers to support the nation’s health and wellbeing. It means tackling the most pressing social issues in a workplace full of opportunities.
**Overview**
**The Role**
As the IT Service Desk Team Leader, you will provide professional and efficient IT support to staff and volunteers who are experiencing problems with their IT equipment.
This is a hands-on team lead role where you will be tasked with resolving IT support issues as well as managing your team of support professionals. You will ensure the team is developed and enabled to deliver to the highest standards.
Utilising Zendesk to capture all support requests from creation through to resolution, you will take responsibility for the operational management of call assignments.
You will work to SLAs reducing overall incident and request counts, carry out trend analysis and problem management and create and maintain detailed service desk documentation.
**Working Hours**
**What you’ll need**:

- Extensive professional or technical experience in IT with a strong background in all aspects of customer service
- Experience of leading a service desk team
- Experience in implementing and reporting on internal SLAs
- Demonstrable experience in service transition, introducing project deliverables into live service
- Experience of managing third parties and third party delivered services to strict Service Level Agreements
- Very good understanding of IT Service provision in a medium to large organisation and its impact on a wide and diverse user base
- Knowledge of ITIL, incident, problem and change management
- IT literacy including Microsoft full product suite
- Knowledge of Microsoft licencing
- A strong understanding of cyber security
- Basic networking knowledge to support desktop issues
**What you get in return**
We’re proud to be in the top 25 not-for-profit organisations to work for in the UK, based on ratings from Indeed. As a valued employee at Royal Voluntary Service, you will benefit from:

- Salary of £37,000 per annum
- 25 days’ holiday plus paid statutory Bank Holidays
- Six weeks company sick pay
- A great pension scheme
- Enhanced Family Leave schemes
- An employee benefits package that gives access to an exclusive rewards website to get discounts and cashback online
- A 24-hour doctor line, financial support with dental/optical and other therapies
- A free and confidential employee assistance programme with up to six face-to-face sessions counselling included
- Extensive online and on the job training to ensure you will succeed in your role
- Opportunities to discuss flexible working
- Opportunities to develop new skills and progress your career
**How to apply**
Here at Royal Voluntary Service, we're committed to equality, diversity and inclusion. We want to be a charity that's representative of the communities we serve, which is why we strive for diversity of age, gender identity, sexual orientation, physical or mentalability, ethnicity and perspective.
Join Royal Voluntary Service and together we can change lives, change communities and change society
**Dates to bear in mind**
This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency.

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