Service Desk Team Leader

1 week ago

London, United Kingdom AgeUK Full time

Age UK's Digital & Technology division is recruiting for a Service Desk Team Leader to join our customer-centric team.


This is an exciting time for the Service Desk as it is working to deliver a service improvement roadmap aligned to the Service Desk Institute's global best practice standards.


You will lead a team of Service Desk Analysts, with responsibility for tasks related to operational performance and people management. You'll work with the Senior Service Desk Analyst to develop and grow the team's technical skills.


The team will provide first touch support for all of Age UK's technical Infrastructure - including desktop, software and mobile device management and Telephony (includes Incidents, Requests and Changes). You'll work on operational and administrative activities associated with the Service Desk - including reports, account management, moves, adds, deletes and changes.


You'll act as the point of escalation for Analyst queries and technical advice and will participate in CAB meetings as part of our Change Management Process as well as being part of the Major Incident Management Team during major incidents.

Passionate about providing a brilliant Customer Experience, you'll be proactive in monitoring call volumes, queues and data on a daily basis to help to ensure optimal ticket levels and responsible for ticket logging and allocation within the ITSM tool, setting an example on ticket management.


Data-driven, you'll carry out Service Desk reporting and trend analysis activities and play a key role in managing the Asset database and management process.


This is a great opportunity for an experienced Service Desk Team Leader to use your innovation to add to a Knowledgebase to help ensure team resiliency wherever possible.


This fulfilling role is offered on a hybrid contract with circa 4 days a week being worked on site at our London office (EC3N 2LB). There will be a requirement to cover the Service Desk between the opening hours of 8am-7pm as agreed on a rota-basis.

Must haves:

* Significant experience of operational management of a medium sized remote team on a busy Service Desk.
* Significant people management experience.
* Significant experience of working with and managing Incident Management and Request Fulfilment processes.
* Significant experience of working with an ITSM platform.
* Significant experience of working with a Telephony platform.
* Good understanding of effective Office 365 administration support.
* Good understanding of effective Windows 10 troubleshooting support.
* Good understanding of effective Active Directory/AAD support.
* Good understanding of Intune support.
* Passionate about providing a brilliant User Experience.
* Experience of working in an ITIL environment with a demonstrable knowledge of how ITSM processes are utilised to deliver an outstanding service.
* Excellent communication skills, both written and verbal.

Great to haves:
* ITIL4 foundation.
* Service Desk Institute Manager certification.

What we offer in return

  • Competitive salary, 26 days annual leave + bank holidays + annual leave purchase scheme
  • Excellent pension scheme, life assurance, health cashback plan and EAP
  • Car Benefit Scheme, Cycle to Work Scheme and Season Ticket Loan
  • Techscheme - buy any tech from Apple or Currys, up to £1000, and spread the cost over 12 months, interest free
  • Blue Light Card Scheme
  • You Did It Awards - recognition awards from £100-250.

Additional Information

This role is hybrid between home-based and your designated office(s) with up to 4 days a week on-site plus ad-hoc as requested by the IT Service Delivery Management team. You'll be expected to share management cover of the Service Desk 8-7 core hours rota with the Service Desk leadership team. Occasional travel to other Age UK sites to enable performance of the duties and responsibilities and for the purposes of maintaining and updating professional skills and development.
 

All CVs will be anonymised by our recruitment system when you apply for a role at Age UK. Please note that our system is unable to anonymise cover letters, and we would therefore ask that to support the work we are doing on making our recruitment selection process fairer and more unbiased, that you remove any personal information from your cover letter/supporting statement, including your name before uploading this. All equalities monitoring information is also anonymised and not shared with the hiring panel. Your name and address will only be known to us once you are invited for an interview.

Age UK is an Equal Opportunities employer and positively encourages applications from suitably qualified and eligible candidates, regardless of age, sex, race, disability, sexual orientation, gender reassignment, religion or belief, marital/civil partnership status, or pregnancy and maternity. We guarantee an interview to disabled candidates who meet the minimum criteria under the Disability Confident Scheme. Please note that on occasion, due to high numbers of applications, Age UK reserves the right to limit the overall number of interviews offered, and therefore, it may not always be practicable or appropriate to interview all disabled people that meet the minimum criteria for the job.

Age UK is committed to safeguarding adults at risk, and children, from abuse and neglect. We expect everyone who works with us to share this commitment.

Early application is encouraged as we will review applications throughout the advertising period and reserve the right to close the advert at any time.

Age UK politely requests no contact from recruitment agencies or media sales. We do not accept speculative CVs from recruitment agencies nor accept the fees associated with them.

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