Service Desk Team Leader

**Description**:
**Summary**

Excellent career opportunity to develop your IT career into a management role.

The Service Desk Team Leader role is responsible for managing the operation of the Service Desk. This role is crucial to ensuring customer requirements are met regarding the communication about, prioritisation, escalation, and resolution of incidents and requests.

The Service Desk Team leader provides leadership and mentoring to the Service Desk team and will drive a culture of continual process improvement within the Service Desk and the wider IT Team.

**Responsibilities**:
**Key Responsibilities**
- People Management
- Customer escalations
- Engineer escalations

**Responsibilities**
- Day-to-day management of the Service Desk function for a subset of customers
- Drive the meeting of customer SLAs and an exceptional customer service
- Ensure tickets are logged accurately and call queues are managed efficiently
- Discover and diagnose customer issues effectively
- Undertake a weekly review of team call queues
- Lead and attend weekly Service Desk meetings to highlight performance, introduce staff to new clients/services, or other BAU activities
- Performance manage 1st and 2nd line support technicians including staff appraisals, objective setting and 1:1 reviews
- Ensure all staff have appropriate training and implement personal development plans to meet future requirements
- Manage the Service Desk rota alongside fellow SDMs and Team Leaders for early, late and weekend shifts
- Drive the continuous improvement of service through Incident Management, Change Management, Problem Management, Information Security, and Knowledge-base practices
- Own the escalation of incidents (P1s & P2s) whilst expediting issues to the relevant teams
- Personally follow up on major issues, and ensure an appropriate communication plan is in place. Depending on the nature of the incident this includes but isn’t limited to:

- Customers
- Account Managers
- Primary Engineers
- Senior Wanstor Management

**KPIs**
- A reduction in the number of interactions per ticket (Customer & Technician)
- Increase Knowledge base participation across all teams
- SLA Improvement: Reduce the average ticket turnaround time by increasing both Resolution and Response SLAs

**About You**:
**Required Skills and Experience**
- IT support experience at a 2nd line level
- Knowledge of ITIL, incident, problem, and change management.
- Experience taking responsibility and ownership of stakeholders and projects

**Key Competencies**
- A desire to provide excellent, proactive, customer service
- Well organised, able to multitask and work autonomously
- Positive, ability to energise and motivate the team.
- Creative problem solver
- Confident, proactive communicator, able to navigate difficult conversations
- Exceptional written and verbal communication
- Professional, leads by example
- Calm under pressure

**Our Benefits**:
Wanstor is a sociable organisation and want to make sure everyone feels part of the team. Below are some of the perks we offer you:

- 24 days annual leave, rising by 1 day each year to a maximum of 28 days + Bank Holidays
- We have regular lunch and learns from staff and external speakers
- We offer everyone 5 days a year to learn something new
- We provide 2 days to volunteer
- We are a friendly team and have several team events throughout the year organised by our social team
- We have a lovely office based in Borough, hosting a great coffee machine and a rooftop terrace
- Vitality health, to make sure you are at your best

**About Wanstor**:
Wanstor is an award-winning IT Solutions Company celebrating its 22nd year in business. The company has grown year on year and now has a team of over 240 staff. With IT Support Offices in central London and regional field-based IT Support, we are well placed to meet our customers’ needs for a quick response.

Wanstor’s clients provide a wide variety of fascinating opportunities for motivated technical staff. We employ service-oriented technical experts to work within our service team delivering a variety of hosted and deployed solutions.

We are a growing company with dedicated teams managing networks, storage and colocation. Our customers are some of the biggest brand names in the UK, and our consultants are some of the most skilled networking experts in the country.

As a service-centric organisation, we see people as our best competitive advantage as we strive to provide unsurpassed service to our customers. We expect a lot but at the same time are extremely supportive as we look to help realise each person’s potential in building a successful career with Wanstor.

**Core Values**
We align ourselves to a core set of values & behaviours:

- Customer Advocates: Put customers at the heart of what you do, to consider their needs with every decision you make
- Proactive: Leave things better than you found them. Drive change, don’t just talk about it.
- Growth Mind-set: Learn on