Service Desk Team Leader
2 days ago
Job Title: Service Desk Team Leader
Reports To: Head of IT Service Delivery
Direct Reports: Service Desk Team (1st and 2nd Line Analysts)
Location: Portishead, Bristol
Job Purpose
The Service Desk Team Leader will lead a team of 1st and 2nd Line Service Desk Analysts to ensure outstanding IT support services for a subset of the company’s diverse customer base. This role focuses on maintaining high levels of service performance, productivity, and customer satisfaction. The successful candidate will act as a mentor, coach, and leader, supporting team members’ development and progression. Strong technical knowledge at a 2nd Line support level is essential for effective guidance and skills transfer.
Key Responsibilities
- Team Leadership and Management
- Oversee the daily resource plan to ensure adequate staffing and effective task allocation across the team.
- Conduct monthly 1-to-1 meetings and manage the annual performance reviews for all team members.
- Identify and address knowledge or skills gaps through training, mentoring, and collaboration with the internal Trainer.
- Act as a role model and coach to foster a culture of excellence within the team.
- Operational Excellence
- Monitor team performance to ensure adherence to operational processes and procedures.
- Act as the first point of escalation for complex or challenging issues within the team.
- Perform Quality Assurance activities, including ticket reviews and phone conversation audits.
- Contribute to high-demand periods by interacting with customers and resolving tickets directly.
- Monitor SLA compliance, reprioritizing and escalating tickets to prevent breaches.
- Continuous Improvement and Collaboration
- Collaborate with other Service Desk Team Leaders to identify trends and implement service improvements.
- Assist the Service Desk Manager in onboarding new clients, services, or processes.
- Identify opportunities to enhance services and contribute to updates to the customer or global service catalogue.
- Support problem management processes by identifying and analyzing recurring incidents.
- Team Development and Culture
- Participate in hiring, onboarding, and training activities for new team members.
- Promote a positive working environment aligned with company values and culture.
- Develop and implement personal development plans to support team progression.
- Compliance and Policy Adherence
- Follow all relevant company policies and procedures, including those related to Quality and Information Security Management Systems (ISO compliant).
- Maintain compliance with industry regulations, employment laws, Data Protection, and Health and Safety requirements.
Person Specification
- Required Experience and Skills
- Leadership: Minimum 1 year of experience leading a Service Desk team.
- Technical Expertise: At least 3 years of experience as a Service Desk Analyst, including exposure to 1st and 2nd Line support.
- Service Levels: Proven ability to manage and adhere to contractual SLAs.
- Coaching and Development: Experience mentoring team members and fostering growth.
- ITSM Platforms: Familiarity with IT Service Management tools, preferably ServiceNow.
- ITIL Knowledge: Understanding of ITIL processes and practices in a Service Desk environment.
- Communication: Excellent written and verbal communication skills.
- Problem-Solving: Logical, methodical approach to resolving issues.
- Technical Proficiency: Skills aligned to 2nd Line support level.
- Desired Skills and Certifications
- Experience within a Managed Service Provider environment.
- ITIL Foundation Certification.
- Experience developing training and personal development plans.
- Experience in problem analysis using incident data.
Key Attributes
- Team-oriented leader with a passion for service excellence.
- Proactive, organized, and detail-focused problem solver.
- Adaptable and collaborative, able to thrive in a dynamic, fast-paced environment.
Company Values
As part of an ISO-compliant organization, you will uphold the company’s values and ensure adherence to best practices in Quality and Information Security Management. Join a supportive team that values growth, collaboration, and outstanding customer service.
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