At a Glance
- Tasks: Lead a dynamic service desk team and ensure top-notch customer support.
- Company: Join Alscient, a leader in digital transformation and cloud solutions.
- Benefits: Enjoy a competitive salary, healthcare, flexible working, and personal development.
- Other info: Inclusive culture with opportunities for professional certifications and growth.
- Why this job: Make a real impact while growing your career in an exciting environment.
- Qualifications: 3-5 years of service desk leadership experience and strong communication skills.
The predicted salary is between 25000 - 30000 £ per year.
Service Desk Team Leader
The Role
As a Service Desk Team Leader, you will take day-to-day ownership of an ITIL-aligned ITSM service desk.
This includes supporting customer accounts, leading a team of service analysts, owning the customer relationship and ensuring a consistently high standard of service delivery.
You will join Alscient's Managed Services team, supporting customers across a range of sectors.
This is a hands-on leadership role, where you will be actively involved in service reviews and customer conversations while remaining closely engaged in your team's day-to-day work.
Why Alscient
We are experts in digital transformation and are proud to be Summit level Salesforce Partners and Advanced tier AWS Partners with over 15 years of proven experience developing solutions, supporting services and driving customer success.
Our certified consultants and developers build futureproof, innovative cloud solutions and provide managed services in sectors like health, transport, telecoms, social housing and others.
We provide great opportunities for people to develop and grow their career, alongside a fulfilling and enjoyable environment that supports that growth, while working with the best people and teams around.
Key Responsibilities
- Owning day-to-day service desk operations for the customer accounts you support, managing incidents, requests, problems and changes in line with ITIL process.
- Acting as the primary point of contact and trusted relationship owner for your customer accounts.
- Leading, coaching and scheduling a team of service desk analysts, and providing hands-on support during escalations and major incidents.
- Owning SLA and KPI performance, identifying and addressing the root causes behind service trends.
- Running customer service reviews and translating feedback into tangible process improvements.
- Working closely with all delivery teams to ensure customers receive joined-up, consistent support.
Essential Skills & Experience include
- 3-5 years' experience leading or supervising a service desk team within an ITIL-aligned ITSM environment, with the ability to make an immediate impact in the role.
- Experience using Jira Service Management to manage SLAs, KPIs and day-to-day service operations.
- Strong people leadership skills, with experience coaching a team and managing escalations calmly and effectively.
- Excellent communication skills, with the confidence to engage stakeholders at every level, from end users to senior customer IT leadership.
Desired skills & Experience include
- ITIL v4 Foundation certification (or higher).
- Experience within a managed services or IT consultancy environment.
- Exposure to Salesforce and/or AWS-supported environments.
- Experience supporting multiple customer accounts concurrently.
What is in it for you?
From your first day we will provide you with everything you need to succeed, we just need you to play your part.
There will be lots to learn, but we will be there to support, guide and help at every stage.
In return we will guarantee a welcoming, inclusive, and supportive culture working on exciting and progressive projects alongside one of the best packages in the industry including market leading salary, healthcare, pension, flexible working options and a personalised development plan to match your ability and ambition, ensuring your personal and professional growth is in line with our commercial development.
What do we need from you?
We expect you to hit the ground running.
You will be a self-motivated, excellent communicator with extensive ITIL aligned service desk experience, keen to make a difference and progress to the next stage in your career.
Are you a good fit?
We have mostly covered it above so if you think you are a good fit and have a hunger to grow and develop your career with us, get in touch.
Benefits and Opportunities include
- Excellent market leading salary.
- A benefit package including life assurance, pension and healthcare.
- A generous holiday allowance, including a day off on your birthday.
- A flexible working policy.
- An inclusive, supportive and welcoming culture.
- A personalised development plan, including supported professional certifications.
If the above excites or interests you, please apply to the advert attaching your CV. Any further details required please contact .
Service Desk Team Leader in Leeds employer: Alscient
At Alscient, we pride ourselves on being a leading employer in the digital transformation space, offering a dynamic and inclusive work environment that fosters personal and professional growth. As a Service Desk Team Leader, you will benefit from a market-leading salary, comprehensive healthcare, and a flexible working policy, all while collaborating with talented professionals on exciting projects. Our commitment to your development is reflected in our personalised plans and support for professional certifications, ensuring you thrive in your career with us.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Team Leader in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Alscient. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Alscient before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Team Leader in Leeds
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Alscient:Your cover letter is your chance to shine! Tell us why you want to work at Alscient specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Alscient!
How to prepare for a job interview at Alscient
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
