Service Desk Team Leader role

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GTS have an exciting opportunity for a Service Desk Team Leader to work for our client in Cambridge within a Hybrid capacity.  The working hours are: Monday to Friday 9-5, four days in the office one from home.

As a Service Desk Team Leader, you have a minimum of 18 months experience in leading a team. Additionally, you will be looking to progress  to a Service Desk Manager position in the longer term.

A SNAPSHOT OF WHAT YOU WILL BE DOING:

Firstly, you will have a thorough understanding of the strategic vision for the service desk and as such, will  set the long-term direction of the team. To achieve this, you will build a cohesive team and manage your people effectively.

Crucially, you will effectively manage the daily activities of the team, as well as train, mentor and develop each service desk member. To support this, you will conduct and share results from service and operation performance reviews with a view to introduce service improvements, where necessary.

Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.

Promoting the service desk with senior management and working to ensure that it is properly viewed as a core business asset.

Finally, you should be able to coordinate and manage all service desk stakeholders. This will include the support desk team, customers, as well as other teams involved in service desk operations.

IDEALLY, WE ARE LOOKING FOR THE BELOW KEY SKILLS, EXPERIENCE AND ATTRIBUTES:

Strong leadership skills, setting the tone for the group.
An ability to balance and plan the short-term actions of the team.
Knowledge and understanding of all relevant industry standards, such as ITIL.
Experience in best practices for service management.
Strong communication skills ,with the ability to be influential and persuasive.
Proven track record in marketing and promoting the service desk and advocating for necessary
resources, support, and appreciation for the service desk.
An ability to think critically about systems and to make adjustments consistently, as needed.
In addition, you should have the ability to manage time effectively.

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