Service Desk Team Leader 5561
5561
£30,000 - £34,000
ASAP
Service Desk Team Leader
Permanent
Peterborough
If you are looking for service desk jobs, we have a great permanent role for a Service Desk Team Leader in Hampton, Peterborough, Cambridge
The salary is £30,000–£34,000 plus company benefits. The role is working from Monday to Friday (standard office hours).
This role would suit someone who has experience working in a call centre environment, dealing with people and processes. Working to service level targets on call answers and tickets resolved. ITSM/IT would be a huge advantage!
Provide leadership, guidance, and support to a team of service desk analysts and assist the Service Desk Manager in their responsibilities. Ensure company processes, procedures, and contractual requirements are followed while maintaining high levels of customer service. Endeavour to provide all customers with the best level of customer service and support. Maximise productivity and improve service delivery to achieve and exceed SLAs, OLAs, and KPI targets.
Firstly, awareness of ITIL methodologies and best practices
Secondly, good working knowledge of Microsoft Word, Excel, and Outlook
Lastly, previous supervisory experience
Firstly, a real passion for people management and development in a large team
Secondly, a passion to deliver excellent service with service-level management and experience
Also, previous people management experience
Must be driven, motivational, professional leader, with a ‘can-do’ attitude at all times
Effective communication and interpersonal skills with internal and external stakeholders ability to confidently deliver presentations.
Creative and innovative problem-solving skills with an inquisitive nature
Analytical with attention to detail
Ability to work as a team to support and influence team members
A desire to take ownership and accountability to see your work through to resolution
Ability to work under pressure and to tight deadlines
A patient, tolerant, and supportive team member
Firstly, provide leadership, guidance, and support to a team of service desk analysts.
Secondly, develop and coach team members to improve performance as well as achieve their career goals.
Also, aspirations through 121s and coaching sessions
Identify and deliver training and development needs in line with company procedures.
Furthermore, develop, grow, and maintain professional working relationships with all internal and external
stakeholders and customer equivalents
Likewise, ensure customer escalations are handled in a timely manner, including providing and implementing
corrective actions
Ensure company processes, procedures, and contractual requirements are followed while maintaining high levels of customer service.
Set high quality standards and monitor them as part of monthly QA, ensuring they are met via appropriate assessment methods.
Quality Assurance of Incident Management by spot checking incidents and providing analysts with documented feedback
Maximise productivity and improve service delivery to achieve and exceed SLAs, OLAs, and KPIs.
targets
Lastly, through monitoring, management, and contribution, ensure the team achieves and exceeds relevant SLAs, OLAs, and KPIs