Service Desk Lead

2 weeks ago


Northampton, United Kingdom Simply Business Full time
The BizOps IT team at Simply Business takes pride in managing and maintaining an international multi-site, Cloud-based IT infrastructure. As a Service Desk Lead, you will have the opportunity to contribute to this dynamic team and play a crucial role in shaping our service delivery.

As a Service Desk Lead your responsibilities include:

Team Management: Lead and manage a team of service desk engineers currently working onsite across two countries and remotely. Conduct regular one-on-one meetings, performance reviews, and provide guidance to team members. Ensure effective communication, collaboration, and a positive team culture. Process Optimisation: Identify inefficiencies and friction in existing processes. Propose practical improvements and solutions to streamline operations. Foster a culture of continuous improvement within the team. Exceptional User Experience: Demonstrate meticulous attention to detail and commitment to providing an outstanding user experience. Monitor and evaluate user feedback to identify areas for enhancement. Implement strategies to consistently exceed user expectations. Ticket Management: Triage, prioritise, and assign tickets to team members based on urgency and complexity. Monitor ticket status, track progress, and ensure timely resolution. Manage escalations effectively and communicate updates to stakeholders. Performance Monitoring: Collect and analyse data to track team and agent performance. Identify areas for improvement and develop strategies to enhance team performance. Utilise key metrics to measure success and make informed decisions. Training and Development: Mentor and train team members to develop their skills and capabilities. Provide ongoing support and guidance to help team members grow professionally. Identify and implement training programs to enhance team knowledge and expertise. Quality Assurance: Conduct regular quality reviews of tickets to ensure they meet the highest standards of service. Provide feedback to team members and identify opportunities for improvement. Implement best practices and methodologies to maintain a consistent level of service quality.

What we’re looking for:

Line management experience with a proven track record of leading and motivating teams. Solid experience working on an IT service desk at various levels. Professional experience in mentoring and developing others. Excellent communication and interpersonal skills. Strong analytical and problem-solving abilities. Proficiency in IT service management tools and methodologies. We seek a passionate and driven individual who is eager to make a positive impact on our organisation. This role offers the opportunity to work in a dynamic and innovative environment, contribute to the growth of our team, and shape the future of IT Support at Simply Business.

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