Job Description

Posted 2 weeks ago

Description
🚀 Exciting Opportunity: Join Our Team as a Service Desk Team Lead! 🚀

Are you ready to lead a team to excellence while delivering exceptional customer service? We're seeking a dynamic Service Desk Team Lead to champion our support team. Reporting to the Head of IT Operations, you'll play a pivotal role in resolving technical issues and driving performance goals.

About the Role:
As our Service Desk Team Lead, you'll be the guiding force behind our team's success. Your primary focus will be leading a team of 2, and resolving technical support issues efficiently and ensuring our users receive top-notch service. You'll lead by example, setting the standard for proactive problem-solving and customer-centric support.   This role, would suit someone looking to develop their career, with some experience of leading a small team.

What you will be doing

Collaborate with the team to achieve performance goals and objectives.

Implement SLAs and process improvements to optimize service delivery.

Monitor service desk performance and ensure timely issue resolution.

Develop and refine service desk framework and processes.

Provide training and support to users, fostering a culture of continuous improvement.

Actively manage assigned tickets, ensuring updates are provided in a timely manner.

Drive efficiency and identify opportunities for improvement across the team.

Skills, Knowledge and Expertise

Minimum of 3 years' experience in a similar role.

Proficiency in IT support at a 2nd line level.

Demonstrated experience in developing and implementing IT policies.

Strong organisational skills with the ability to multitask effectively.

Knowledge of best practice frameworks such as ITIL for IT service delivery.

Background in customer service with a commitment to excellence.

Ability to generate management information reports from ITSM systems.

Experience with service desk tools like ServiceNow.

Desirable Criteria:

Certification in ITIL Foundation or higher.

Familiarity with ISO27001 standards.

Experience in Cyber Security Incident management.

What you can expect

• Agile working arrangement (site/home).
• Competitive salary and benefits.
• 26 days holiday per annum + Bank Holidays.
• Optional Benefits via 'My Perks': Dining Card, Gym Membership, Cycle to Work, Holiday Trading (buy or sell up to 4 days), Health Cash Plan, Dental and Critical Illness Insurance, Partner Life Assurance, Car Leasing and Discounts & Cashback.
• Life assurance.
• 1 paid day for volunteering activity.
• Private, family business with a strong social purpose and respectful culture.
• You’ll be joining a social team with a wealth of knowledge to learn from