Service Desk Team Leader
Service Desk Team Leader
Competitive Salary + core voluntary benefits
Nottingham
We are seeking a Team Leader to manage a new team of Customer Service Desk Analysts to provide the agreed support services to multiple locations across the UK. The successful applicant will have experience in leading and managing a team in delivering services to blue chip customer, in line with agreed SLAs and KPI’s. Hours are 7am – 7pm.
Roles Responsibilities:
People Management and Development
• Manage the workflow and resources of the team to meet the client's contractual obligations
• Coach, develop and motivate the team and team members to achieve their full potential
• Manage the sickness, vacation and training levels within the team in order to optimise productivity and quality standards
• Conduct and participate in the recruitment, selection and induction process
• Ensure that all staff comply with all company department and customer policies and procedures, to include being available to help address personal issues that may affect performance at work
Operational Management
• Ensure optimal service delivery and that SLAs are constantly achieved
• Be available to deal with user and customer enquiries and escalations
• Recommend service improvement activities and assist in their deployment
• Effectively use Service Support Centre’s technology, including but limited to Productivity database and Tool suite to manage customer satisfaction and quality
• Establish a thorough working knowledge of contracted service provision agreements
Key Requirements:
• Excellent individual / interpersonal management skills and experience in managing a team (8-15 people)
• Strong understanding of resource and SLA management within IT services
• Ability to plan, organise and fully utilise internal and external resources
• Excellent communication skills
• Influencing and negotiation skills
• Good written and oral communication skills
• Flexible and Adaptable to change
• Strong analytical/problem solving skills
Skills Desired
• ITIL Foundation Certification
• Experience in a Logistic environment
• Asset management process’s
• Proficient in Microsoft tool suite e.g. Excel and PowerPoint
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