IT Service Desk Team Leader

1 day ago

Milton Keynes, United Kingdom Managed 247 Ltd Full time

We are currently looking for a Service Desk Team Leader to join our team. We are looking for individuals with a passion for providing excellent customer service with a background in a similar role. You will be passionate, professional with a can-do attitude at all times and be versatile to all types of people and challenges. The role is primarily Monday to Friday however there will be a requirement for on-call weekend work every 5 weeks.

**Team Management**

Provide leadership, guidance and technical support to the team

Develop analysts to enable them to maximise productivity and deliver outstanding customer service

Ensure processes, company procedures and contractual requirements are followed.

Ensure all team members understand their own and the companies expectations of the roles and deliverables of the job

Coach team members to improve performance and identify training and development needs

Through monitoring and management, ensure the team achieves and exceed relevant SLAs, OLAs and KPI’s

Identify and escalate any potential breach of service level or risk to the company

Ensure team have the correct, accurate and available information to support our customers.

Facilitate team meetings, and carry out monthly one to ones

**Service Desk**

Contribute to the timely resolution of customer complaints and escalations

Set high-quality standards and monitor as part of monthly QA to ensure this is met via appropriate assessment methods

Regular monitoring of queues and service dashboards taking appropriate actions where applicable

Continual review of available resources required to meet service levels ensuring to factor in SVT.

Contribution to Service Improvement Plans

Continual review of all processes and procedures

Escalation point in the escalation process provide support, input and resolutions to escalations and complaints both in and out of hours

Develop professional working relationships with all internal stakeholders and customer equivalents

Identify new opportunities for the company to win new business from clients

**Qualifications and Skills**

Essential
- Passionate, professional, with a ‘can-do’ attitude at all times
- Versatile to all types of people and challenges
- ITIL V3 Foundation certification
- Understanding of IT Service Management methodologies & best practice
- Experience of ITSM toolsets
- Proven track record of stakeholder management

Desirable
- Proven experience within a service desk

environment and team management
- Resource and utilisation planning
- Understanding of the ITIL framework and knowledge of the various associated disciplines

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

**Salary**: £25,000.00-£30,000.00 per year

Schedule:

- Monday to Friday

**Experience**:

- IT Support: 1 year (preferred)

Work Location: Hybrid remote in Milton Keynes

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