IT Service Desk Team Leader

**About IVC Evidensia**
With around 2,600 practices, clinics and hospitals across 20 countries in Europe and Canada, IVC Evidensia is one of the world’s largest veterinary care groups, delivering the highest quality care to millions of animals every year, resulting in revenues of over £3.0bn annually. We are focused on delivering our purpose of healthy animals, and happy owners and our size and financial strength to benefit every clinic, customer and patient.

**Main Purpose of Role**:
The Service Desk Team Leader will work as part of the Service Desk and have line management responsibility for Service Desk Engineers and Senior Service Desk Engineers. The role reports to the Service Desk Manager.

The Service Desk Team Leader will manage the day-to-day workload of the team, ensuring processes and procedures are followed and key activities are undertaken and coordinated as required (e.g. start/end of day procedures, high priority tickets, joiners & leavers processes).

The Service Desk Team Leader is a member of the IT Service Desk Management team and is required to contribute to the development of Service Desk to improve the quality of the service delivered to the business.

The IT Service Desk provide a first point of contact to all IVC IT users, including over 400 Support Operations Centre staff, who either work on a hybrid basis or full time work from home basis and are also based within the south west or across our 1300 practices in the UK and Ireland.

**Responsibilities**:

- Line management responsibility for a team of Service Desk Engineers (including performance management, development reviews, absence management, recruitment, induction etc.)
- Coach, support and mentor members of the Service Desk Team to support their development and career progression ambitions.
- Ensuring Service Desk policies, processes and procedures are embedded within the team
- Work with projects that have Service Desk impact to ensure that any changes are successfully absorbed into the team.
- Supporting with management and communication within the team (e.g. team meetings, communication of key messages, rota/resourcing)
- Contributing to the development of Service Desk process, policy and procedures under the direction and guidance of the Service Desk Manager.

**What we need from you**:

- At least 1 years’ experience line management of Service Desk Engineers
- Proven managerial experience at developing/nurturing technical teams of more than 5 staff
- Knowledge and experience of the ITIL IT Service Management Framework
- Experience in the development and maturing of IT Service Desk process, procedure and documentation.
- Experience in contact centre or call centre telephony
- Proven capability to resolve complex tickets and escalations
- Solid technical knowledge within a 2nd line Technical role, including:

- Network technologies (TCP/IP, DHCP, DNS, LAN, WAN and VPN technologies).
- Microsoft Operating Systems
- Remote support software
- Application Support
- Cloud technology awareness (Azure AD/AWS/SaaS etc.)
- Telephony solutions (VoIP, SIP, UCaaS)
- Information Security best practices and associated technology (e.g. MFA,

**Person Specification/Competencies**:

- Proactive individual able to work in a fast-paced environment
- Excellent interpersonal and communication skills, both verbally and written
- Customer focussed attitude with positive approach.
- Self-motivated
- Calm under pressure
- Confident communicator at all levels
- Ability to quickly identify and solve problems
- Excellent telephone manner, listening and empathy skills.
- The ability to tailor personal approach to deal with customers
- Problem solving and diagnostic skills

**Job Types**: Full-time, Permanent

**Salary**: £45,000.00-£55,000.00 per year

**Benefits**:

- Additional leave
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Flexitime
- Free parking
- Life insurance
- On-site gym
- Private medical insurance
- Referral programme
- Sick pay
- Store discount
- Wellness programme

Flexible Language Requirement:

- English not required

Schedule:

- Flexitime
- Monday to Friday

Supplemental pay types:

- Bonus scheme
- Performance bonus

Ability to commute/relocate:

- Keynsham: reliably commute or plan to relocate before starting work (required)

Work Location: One location

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