Service Desk Lead
15 hours ago
Role : Service Desk Lead
Experience : 5-9 Years
Location : Birmingham
Position : Permanent Role
Rate : 30K/Annum - 35K/Annum
Job Description
Supervises the work of the Service Desk team to ensure timely completion of Incidents and Service Requests.
· Supervises the team and individual performance of the Support Analysts including adherence to HR and IS policies & procedures on attendance, time-reporting, and work processes.
· Responsible for the annual and semi-annual performance reviews of the support analysts.
· Conducts a daily review of all outstanding events in the Service Management tool to make sure outstanding Incidents and Service Requests are resolved. Assigns tasks to Support Analysts as appropriate and supervises the completion of said assignments.
· Monitors call volume to forecast and utilize the scheduling tool to ensure service level goals are met.
· When appropriate, follow up on customer dissatisfaction issues in order to understand the reason for dissatisfaction, determine if remediation is possible, and establish service improvement opportunities to be implemented.
· Work closely with the Service Desk Manager to facilitate the efficient and effective functioning of the Service Desk
Notifies Service Desk Manager of deficiencies in individual or team performance, in the event direct contact with IS Support team members does not realize improvement.
· Perform other work as assigned, including contributing to or leading IS projects, as appropriate.
· Document all activities, including process and team performance documentation.
· Prepares ad hoc reports as needed and as requested by the Service Desk Manager.
· Evaluates and prioritizes Incidents received from the IS Support Centers, as logged & tracked in the service management system.
· Reviews open and closed Incidents for quality, accuracy, detail and process.
· Reviews Incident activity to ensure timely issue resolution and proper escalation of advanced issues.
· Evaluates Incidents for adherence to IS SLAs, notifying individual team members when their Incident(s) is/are outside of SLA targets.
· Contributes to the Service Excellence initiative to consistently improve its image internally and externally. Displays professionalism, quality service and a "can do" attitude to internal members/departments of the Firm as well as external clients and vendors via electronic and print correspondence, over the telephone and in-person.
Minimum Qualifications:
Knowledge/Skills/Abilities:
· Ability to respond to requests with a heightened sense of urgency in high-pressure circumstances.
· Strong oral and written communication skills, as well as interpersonal skills, as necessary to communicate and coordinate with staff, peers, other members of IS, and the overall firm customer base.
· Keen analytical, troubleshooting, and problem-solving skills, including the ability to resourcefully utilize multiple resources for issue research. Resources include: personal experience and knowledge, peers, information knowledgebase(s), and Internet search tools.
· Ability to work successfully with general supervision in an atmosphere of multiple projects, shifting priorities, and deadline pressure.
· Excellent organizational skills and attention to detail.
-
Service Desk Manager
4 weeks ago
Birmingham, UK, West Midlands, United Kingdom Chapman Tate Associates Full timeJob Advert: Service Desk Manager – Azure, Microsoft, Servers, SQL DatabaseLocation: BirminghamSalary: Up to £58,000ChapmanTate Associates are working in partnership with a well-established Managed Service Provider (MSP) to recruit a talented and dynamic Service Desk Manager. In this role, you will lead a team of 20-25 engineers across 1st, 2nd, and 3rd...
-
Information Technology Support Manager
1 month ago
Birmingham, UK, West Midlands, United Kingdom Corriculo Recruitment Full timeCOR6994 Support Manager, Infrastructure, Networks, Microsoft, ITIL, Hybrid, We’re looking for a Support Manager with a deep focus on infrastructure, servers, and networks to join a pioneering organisation as they embark on an exciting new chapter—building a new site and service desk team in Oxfordshire! The Support Manager Role you will oversee a...
-
Operations Support Coordinator
2 weeks ago
Birmingham, UK, West Midlands, United Kingdom Gleeson Recruitment Group Full timeGRG are delighted to be partnering with a thriving organisation, who are looking to expand their team! We are seeking a highly motivated and organised Operations Support Coordinator to join their Birmingham offices, on a full-time, permanent basis. The role is required to be in office, Monday - Friday and is paying between £24K-£28K.This is a fantastic...
-
Service Desk Coordinator
15 hours ago
Nottinghamshire, UK, East Midlands, United Kingdom Complete Security Recruitment Full timeFire & Security Role: Are you a Service Desk Coordinator, logging and distributing reactive calls to engineers? Paying up to £29kWhat can you expect as an employee: Working hours: Monday – Friday, 8.00am – 5.00pmSalary: Competitive - dependent on experience, skills and qualificationsBenefits: High Performance Club Awards, Pension Scheme, Life and...
-
Service Delivery Manager
2 weeks ago
Solihull, UK, West Midlands, United Kingdom Energy One Limited Full timeEnergy One Limited, a leading provider of energy software solutions, is seeking an experienced Service Delivery Manager to join our team in Solihull, UK. This role is pivotal in ensuring high-quality delivery of our cloud-hosted energy software across multiple products, with a focus on client satisfaction, seamless operations, and continuous improvement.What...
-
Enterprise Sales Development Representative
2 months ago
Birmingham, UK, West Midlands, United Kingdom Joblogic Service Management Software Full timeThe Joblogic Story:Established in 1998, Joblogic is the #1 FSM software in the UK. With offices in the UK, Pakistan and Vietnam totalling 400 people we have been in the industry for over 20 years. Although we’ve been in business for a while, our growth only really accelerated from 2021 onwards. Joblogic was bootstrapped to £10m ARR until March 2023 when...
-
Senior Sales Development Representative
2 weeks ago
Birmingham, UK, West Midlands, United Kingdom Joblogic Service Management Software Full timeEnterprise Sales Development Representative: About Joblogic: Established in 1998, We’re the UK market leading field Management software provider with offices in the UK, Pakistan and Vietnam. We are currently enjoying significant growth fuelled by a fast-moving, dynamic, and ambitious team which we are looking to expand further. Joblogic is a B2B SaaS CRM...
-
Azure Team Lead
4 weeks ago
Birmingham, UK, West Midlands, United Kingdom Chapman Tate Associates Full timeJob Title: Lead Azure EngineerLocation: BirminghamSalary: Up to £50,000 Are you an experienced Azure professional ready to take on a leadership role? Chapman Tate Associates is thrilled to partner with a top Managed Service Provider in Birmingham in search of a Lead Azure Engineer. This role is ideal for someone who excels at guiding and mentoring technical...
-
Service Engineer
5 months ago
Birmingham, UK, West Midlands, United Kingdom Johnson Controls International Full timeJohnson controls – A global Market Leading Engineering & Integrated Solutions company. They are the leader in the Fire & Security sector with their cutting edge technology.As a business Johnson control owns a portfolio of fire & security brands including: Tyco, ADT, WOT, Esotec & more.This position is working for our ADT brand. At ADT we are passionate...
-
Lead Designer
2 months ago
Birmingham, UK, West Midlands, United Kingdom IRIS #foundbyiris Full timeWe are looking for an outstanding Design Lead for this award winning agency based in Birmingham. The individual is looking to make the step up or already has experience operating as a "Head of'. They will be responsible for strategic design and product execution across all of their client output, as well as being a key part of the management team. This...
-
Technical Team Lead
4 weeks ago
Birmingham, UK, West Midlands, United Kingdom Chapman Tate Associates Full timeTechnical Team Lead (MSP) – Hands-on with Azure, Servers, Microsoft, and SQL DatabaseLocation: BirminghamSalary: Up to £50,000ChapmanTate Associates are pleased to be recruiting for an experienced Technical Manager on behalf of a leading Managed Service Provider (MSP) based in Solihull. If you are a hands-on professional with expertise in Azure, Microsoft...
-
Portfolio Delivery Lead
4 weeks ago
Birmingham, UK, West Midlands, United Kingdom Angove Partners Full timeI am currently assisting a leading Lloyds syndicate looking to recruit a Portfolio Delivery Lead. This leading company has a reputation for specialist underwriting excellence, great people and innovative products. As part of one of the world’s largest insurance groups within the London market. This role is based onsite with some opportunity for hybrid...
-
Lead Engineer
3 months ago
Birmingham, UK, West Midlands, United Kingdom Linxon Full timeJoin us as the Lead Engineer for one of the biggest projects in London!!Overview:Responsible for the engineering, co-ordination, and execution of all engineering disciplines for medium-voltage and high-voltage substation projectsProvide the technical lead and coordination for all engineering activities for EHV/HV substation projects. Ensure that activities...
-
Instrument Project Engineer
4 weeks ago
Birmingham, UK, West Midlands, United Kingdom Service Care Solutions Full timeInstrument Project Engineer – West Midlands – Industrial ManufacturingAbout The CompanyMy client, a leading and established manufacturing business based in the Birmingham area, are currently looking to recruit an experienced Instrument Project Engineer to join their Instrumentation Department.Reporting to the E&I Manager, this is an excellent opportunity...
-
Senior Account Handler
2 months ago
Birmingham, UK, West Midlands, United Kingdom NFP, an Aon company Full timeWe are recruiting for a Senior Account Handler to assist in delivering exceptional service to NFP clients through a desk-based service model whilst assisting in increasing business efficiency and optimising service delivery. Overview of duties:Provide a high level of professional advice and all-round service in all aspects of the client relationship -...
-
Service Engineer
2 weeks ago
Birmingham, UK, West Midlands, United Kingdom Home Recruitment Ltd Full timeField Service Engineer - Medical Devices.We represent a leading medical device industry company known for its comprehensive range of high-quality medical devices supplied globally. This company is celebrated for its prominent brand and is committed to delivering top-tier solutions across its diverse product portfolio.Their focus on product innovation,...
-
Customer Service Manager
1 month ago
Birmingham, UK, West Midlands, United Kingdom Consult Energy UK Full timeCustomer Service Team ManagerWe are seeking an experienced Customer Service Team Manager to join an expanding domestic energy company. You will lead a dedicated team, ensuring that they deliver exceptional customer service to over 300,000 customers across the UK.Key Responsibilities:Lead, coach, and develop your team to improve performance and achieve...
-
Contract Manager
16 hours ago
Birmingham, UK, West Midlands, United Kingdom PRS Full timeContract Manager - PFIBirminghamUp to £66,000 per annum plus car/car allowanceNational FM Service Provider, with a growing presence in the industry, our client has approached us to help source a Contract Manager, ideally with previous experience of managing PFI contracts in a healthcare setting.This role will suit a Contract Manager who is technically...
-
Lead Aircraft Mechanic
4 weeks ago
Birmingham, UK, West Midlands, United Kingdom JMC Aviation Full timeJMC are working with a MRO company based in Birmingham, looking to recruit a new Lead Mechanic to join their team.This client is a leading MRO dealing with line and base maintenance as well as interior modifications and fuel systems repair and maintenance for both commercial and military aircraft. The company has been operating for close to 30 years,...
-
Procurement Category Lead
3 months ago
Birmingham, UK, West Midlands, United Kingdom Eden Blake Procurement & Supply Chain Search Full timeHow would you like to join a business that is viewed as having a fantastic culture, both in terms of it's ways of working and the opportunities it presents it's employees regarding their ongoing development and career progression? Fancy taking on a strategic role that will play an important part in the evolution of their service offering in a rapidly...