Service Desk Team Leader

1 week ago

Peterborough, United Kingdom Identifi Global Full time

Shared Service Environment
- Opportunity for progression and learning
- Managing, motivating and leading a team of 22

**Service Desk Team Leader**
Location: Hybrid, Peterborough (in the office ideally 1 - 2 days per week, but flexibility is on offer)

This is a great opportunity to lead a large service desk team of 22 day to day. Working in a shared service environment, the team support a wide ranging customer portfolio so we are looking for someone who is comfortable working in a high volume environment with varying requirements and in some cases complexity and ambiguity.

If you have a proven support desk background with experience of leading, training and supporting a team we want to hear from you This is a great opportunity to make improvements from both a process perspective and also a team perspective to ensure that all team members are confident within their job scope and receive training and learning opportunities in areas where they may need support.

What you will be doing:

- Managing, motivating and training a large team of 22 day to day including induction, initial and ongoing training requirements and regular one to one's
- Ensuring the team are delivering a high level of customer service whilst meeting expected SLA's across the business
- Dealing with escalation queries and more complex service desk requirements
- Alert senior management to identified trends in customer issues or queries
- Ensure continuous improvement is high on the agenda
- Perform quality checks on tickets to ensure processes are followed and pinpoint training requirements in the team
- Create and publish support documentation and knowledge information for the team to enable them to follow best practice
- Attending regular management and team meetings on a daily, weekly and monthly basis
- Taking responsibility for the resource planning of the Service Desk, to ensure that it is sufficiently covered between the hours of 7am to 10pm, and during peak periods

What will you bring:

- Previous experience of working and leading a team in a Service Desk focused environment
- A genuine passion for managing and leading team members to deliver excellence through continuous development and improvement
- Ability to take a logical approach to fault finding and problem resolution
- A highly customer focused individual that proactively raises the profile of IT and the SSC
- ITIL foundation or experience of working in an ITIL environment
- A good understanding of desktop and server operating systems, PC, network and server troubleshooting skills

Shift
You will cover 4 shifts. Shifts are 7:00 - 15:30, 8:00 - 16:30, 9:30 - 18:00 and 13:30 - 22:00. You must be able to cover all shifts, but these are managed and issued out equally and fairly across the team and we would be happy to discuss preferences for shifts but can’t guarantee any fixed shifts. There is an uplift shift allowance for the evening shift for the week you work that shift.

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