IT Service Desk Team Leader

We are looking to recruit for a Service Desk Team Leader. The role requires you to be a point of technical advice for the Service Desk team, managing escalated queries, prioritising calls and ensuring timely resolutions, whilst continually looking to improve service provision and efficiency.

Leading the Service Desk team, you’ll promote high standards, ensure operational requirements are met and collaborate with other teams to investigate problems and minimise service disruption.

You will be required to lead a team of 10 members of staff and work from the Shirley office daily (Monday to Friday).

Skills

• We are looking for someone with 3 or more years of experience working in a busy Service Desk environment role.

• Experienced with Service desk policies and procedures.

• 2 or more years in a Team Leader role in a busy service desk team.

• Coaching and Development of team members.

• Experience in use of ITSM

Any experience of Service Now would be beneficial.

Roles and Responsibilities

• Deliver a best-in-class IT Service to all associates. Perform regular service quality audits ensuring that all tickets are managed to the expected standard including ensuring that all tickets are updated regularly.

• Monitor reports including response times, breached and at-risk SLA’s, first call resolution rate, ‘quick wins’, tickets awaiting an update/ last customer update and customer satisfaction and take appropriate action to improve performance.

• Oversee the day-to-day operations of the service desk, ensuring swift, accurate, and client-focused resolution of issues. Ensure tickets are logged accurately and call queues are managed efficiently and SLT’s are consistently met.

• Perform weekly Quality Assurance activities/audits, including review of in-flight and completed tickets and listening in to live and recorded phone conversations.

• Ensure the P1/P2 processes are being adhered to and personally follow up major issues following successful resolution.

• Address and resolve escalated customer enquiries and support tickets.

• Provide monthly reports to the Service Desk Manager providing details on team performance, areas of improvement, causes for concern or personnel issues including absences.

• Oversee the processes for key tasks that include JML processing, backup reporting and the recovery of business assets.

• Be involved in PDRs for the Engineers and Analysts, including setting their objectives and contributing to their development plans.

• Hold regular performance reviews continuously reviewing progress against agreed any objectives.

• Coach and mentor the Service Desk Engineers and Analysts.