MDL Team Lead

2 weeks ago

Marlow, United Kingdom Softcat Full time

Would you like to take your career to the next level in a supportive, collaborative and innovative company?

Do you enjoy working as part of an enthusiastic, passionate, and collaborative team? 

 

Join our Service Desk Team

The Managed Lifecycle Service Desk and Support team are a new and exciting team who are committed to providing excellent customer service. As expected on any support desk, it can be challenging, but is also extremely rewarding when you see issues through to resolution.

 

Success. The Softcat Way. 

Softcat is a £1billion+ technology solutions business and trusted partner to names like Apple, Microsoft and Adobe. Offering a growing portfolio of services including software licensing, cyber security and IT infrastructure, we give our technical teams the tools and support to make exciting things happen. This is where to achieve more for your career.
 

 

About the Role:

As the Service Desk Team Lead, you will be responsible for leading all activities of the Service Desk dayshift or shift function to ensure excellent customer service is provided and SLAs/KPIs are met.

 

As a Service Desk Team Leader, you'll be responsible for: 

  • Manage day to day support activities of Support team staff and Request items from customers (50/50 split)
  • Act as a point of escalation – including but not limited to, hierarchical and customer escalations.
  • Deliver efficiencies through best practice whilst ensuring service quality and customer satisfaction remains as a high standard.
  • Performance management of direct reports, providing, coaching and guidance to instil a high performing and customer focused culture across the team.
  • Work alongside the Service Desk, the Service Desk Manager and service delivery team to ensure team members are skilled, trained and developed to enable them to deliver high quality service. Produce and ensure direct reports are working towards their Personal Development Plans as well as mentoring the team via their 121.
  • Work with your line manager to agree and report on OLAs, KPIs and metrics.
  • Continual service improvement, including but not limited to, People, Process, and tools.

 

We'd love you to have:

  • Existing experience working within a Service Desk and/or end user device logistics environments.
  • Experience with working in an ITSM Tool.
  • Confident communicator at all levels.
  • Ability to understand Requested and task management items. (RITM + Task).
  • Ability to plan and prioritise workload.
  • Strong knowledge of ITIL processes.
  • Experience with improving process and procedures.
  • Awareness of automation tools within support.

 

 

Work in a way that works for you  

We recognise that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too. In this role, we can offer the following flexible working patterns:  

  • Hybrid working – 2 days in the office and 3 days working from home  
  • Working flexible hours - flexing the times you start and finish during the day  
  • Flexibility around school pick up and drop offs 

 

Working with us  

Wherever you work, we want you to experience the freedom and autonomy to realise your potential. You will feel supported by a team that celebrates individuality, encourages different perspectives, and embraces every background.  

 

Join us  

To become part of the success story, please apply now 

As part of our commitment to supporting, attracting and retaining the best diverse talent, Softcat is proud to partner with organisations like WORK180, My G Work and Black Young Professionals. Work 180 endorse employers that demonstrate on-going support for women at work, including offering benefits and policies that best support female employees. My G Work support us in our aim of attracting more LGBTQ+ talent. The BYP network support us in diversifying our talent pool by tapping into the black professional community.

 

  • Customer Service Team Lead

    2 days ago

    Marlow, United Kingdom Trinity Resource Solutions Full time

    This successful international company are looking for an experienced team leader to join them within their UK Operations team. **Responsibilities**: - Manage a team of Customer Service Agents and set clear individual and team goals - Create an inspiring team environment and listen to team members feedback - Delegate tasks and set deadlines - Oversee...

  • Team Leader

    6 days ago

    Marlow, United Kingdom GAIL's Bakery Full time

    Full-time Team Leader vacancy at GAIL's. If leading a team to success makes you smile and puts a spring in your step, then please read on! We are looking for Team Leaders who have a passion to join the GAIL’s family and for supporting and **developing others**. You should be motivated by **taking charge** and want to be a positive role model. With no day...

  • E-commerce Lead Qualifier

    1 day ago

    Marlow, United Kingdom Whistl Full time

    We are looking for a fearless and talented individual like you who can join our mission to be the best that the industry has to offer. As a key growth area, the role of the E-commerce Lead Qualifier is to find, evaluate, and prime warm leads for the E-commerce Senior Business Development Executive (SBDE) and E-commerce Business Development Executive (BDE)...

  • Quality Systems Lead

    5 days ago

    Marlow, United Kingdom Amicus Therapeutics Full time

    **Job Brief**: Quality Systems Lead **Amicus Therapeutics is a global, patient-dedicated biotechnology company focused on discovering, developing, and delivering high-quality medicines for people living with rare metabolic diseases.** **: **Position Summary**: *** **Roles and Responsibilities**: - Include key interactions or dependencies with other jobs,...

  • Brand Portfolio Lead

    3 days ago

    Marlow, United Kingdom Allergan Aesthetics Full time

    **Company Description** **Job Description** Brand Portfolio Lead **(International) - Allergan Aesthetics** - Ideally based in Marlow, United Kingdom with 3/2 flexible working and up to 25% International travel but other locations will be considered. - Comprehensive Salary, LTi’s, Car Allowance, Bonus & Benefits package (Other locations may vary) **Role...

  • Data Engineering Team Leader

    2 weeks ago

    Marlow, United Kingdom Softcat Full time

    Would you like to kick start your career in a supportive, collaborative and innovative company? Do you enjoy working as part of an enthusiastic, passionate, and collaborative team?  Join our Data Services teamThe Data Services team are responsible for the data architecture, governance, pipelines, and processes that are required to underpin Softcat's...

  • Manager, Cloud Technical Lead Services

    7 days ago

    Marlow, United Kingdom SAS Full time

    Manager, Cloud Technical Lead Services Job Locations UK-Marlow | UK-London | UK-Glasgow | ES-Madrid | FR-Île-de-France | PL-Warsaw Requisition ID 20060277 Job Category Information Technology Travel Requirements None SAS Managed Cloud Technical Manager - Hybrid  Nice to meet you! We’re the leader in analytics. Through our software and...

  • Retail Team Member

    1 day ago

    Marlow, United Kingdom Cook Trading Limited Full time

    Retail Team Member 8hrs per week to include weekends with some flexibility for hrs in the week, There’s more to COOK than food: our shops play active roles in the communities they serve and that’s thanks to the warmth, knowledge and care of our Retail Team. We’re looking for remarkable people to join us who can host customers in the shop just like...

  • Business Excellence CRM Lead/analyst

    1 month ago

    Marlow, United Kingdom Consult Full time

    Our client is a high profile research-driven pharmaceutical company who are looking for a talented and driven CRM Analyst. With an office based in Buckinghamshire, this role offers a flexible, hybrid working schedule along with a handsome remuneration package. Supporting the evolution of the CRM and Customer Database. Develop and implement leading edge...

  • Associate Director, Area Scientific Lead, Toxin

    1 month ago

    Marlow, United Kingdom ABBVIE Full time

    Preferred location for Marlow, UK - Unique opportunity to be part of the scientific leadership WEC team in Allergan Aesthetics; reporting to the Area Lead, Global Aesthetic Medical Affairs (GAMA) - International travel required as part of this position **Job Overview** As the Area Scientific Lead (ASL) you will be providing scientific leadership for the...

  • Brand Portfolio Lead

    7 days ago

    Marlow, United Kingdom Allergan Aesthetics Full time

    Job DescriptionBrand Portfolio Lead (International) - Allergan Aesthetics Ideally based in Marlow, United Kingdom with 3/2 flexible working and up to 25% International travel but other locations will be considered.Comprehensive Salary, LTi’s, Car Allowance, Bonus & Benefits package (Other locations may vary) Role ObjectivesThe Portfolio lead will be...

  • Practice Content Lead

    20 hours ago

    Marlow, United Kingdom Allergan Aesthetics Full time

    Job DescriptionPractice Content Lead (International) - Allergan Aesthetics Ideally based in Marlow, United Kingdom with 3/2 flexible working and up to 25% International travel but other locations will be considered.Comprehensive Salary, LTi’s, Car Allowance, Bonus & Benefits package (Other locations may vary) Role ObjectivesAs part of the International...

  • Director & office lead

    1 day ago

    Marlow, Buckinghamshire, United Kingdom Amicus Therapeutics Full time

    Senior Director, Regional Medical Lead, International, Pompe Location Marlow, UK Requisition ID 2251 # of openings 1 Senior Director, Regional Medical Lead, International, Pompe Amicus Therapeutics is a global, patient-dedicated biotechnology company focused on discovering, developing, and delivering high-quality medicines for people living with rare...

  • Director & office lead

    2 days ago

    Marlow, Buckinghamshire, United Kingdom Amicus Therapeutics Full time

    Senior Director, Regional Medical Lead, International, Pompe Location Marlow, UK Requisition ID 2251 # of openings 1 Senior Director, Regional Medical Lead, International, Pompe Amicus Therapeutics is a global, patient-dedicated biotechnology company focused on discovering, developing, and delivering high-quality medicines for people living with rare...

  • Manager, Cloud Technical Lead Services

    4 days ago

    Marlow, Buckinghamshire, United Kingdom SAS Full time

    SAS Managed Cloud Technical Manager - Hybrid  Nice to meet you! We’re the leader in analytics. Through our software and services, we inspire customers around the world to transform data into intelligence - and questions into answers. We’re also a debt-free multi-billion-dollar organization on our path to IPO-readiness. If you're looking for a...

  • Senior Director, Regional Medical Lead, International, Pompe

    1 day ago

    Marlow, Buckinghamshire, United Kingdom Amicus Therapeutics Full time

    Senior Director, Regional Medical Lead, International, Pompe Location Marlow, UK Requisition ID 2251 # of openings 1 Senior Director, Regional Medical Lead, International, Pompe SUMMARY OF POSITION Amicus Therapeutics is a global, patient-dedicated biotechnology company focused on discovering, developing, and delivering high-quality medicines for...

  • Senior Director, Regional Medical Lead, International, Pompe

    4 days ago

    Marlow, Buckinghamshire, United Kingdom Amicus Therapeutics Full time

    Senior Director, Regional Medical Lead, International, Pompe Location Marlow, UK Requisition ID 2251 # of openings 1 Senior Director, Regional Medical Lead, International, Pompe SUMMARY OF POSITION Amicus Therapeutics is a global, patient-dedicated biotechnology company focused on discovering, developing, and delivering high-quality medicines for...

  • Marketing Director, Allergan Aesthetics

    3 days ago

    Marlow, United Kingdom Allergan Aesthetics Full time

    Job DescriptionMarketing Director, Allergan Aesthetics (UK & Ireland)Leading a team of 8Based from the Marlow offices with a 3/2 flexible working model.Positions vacant due to an internal development moveHighly competitive salary, Car Allowance, LTi’s, Bonus & Benefits package Position summary:The Director of Marketing will drive Allergan Aesthetics...

  • Head of Relationships

    4 weeks ago

    Marlow, United Kingdom Page Personnel - UK Full time

    Leading not for profit organisation - A company who truly value their temporary staff **About Our Client**: **Head Of Relationships (3 Month), close to Marlow**: This is a leading housing association who are going through a period of change. Modern offices, supportive and fun environment. **Head Of Relationships (3 Month), close to Marlow**:With a handful...

  • Head of Data

    1 day ago

    Marlow, United Kingdom Wilde Associates Full time

    **Job Title**: Head of Data & Technology **Location**: Marlow, Buckinghamshire - This role offers Hybrid working, there is free-parking at the office **Salary**: £50,000 to £55,000 + pension and other benefits **Job Type**: Permanent **Job Reference**: AH10467 Our client, in the sports and leisure industry, have a brand-new position for Head of Data &...