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 career growth, a supportive environment, and work with top professionals.
- Other info: Be part of a collaborative team driving innovation across various sectors.
- Why this job: Make a real impact by enhancing customer relationships and service delivery.
- Qualifications: Experience in IT service management and strong leadership skills.
The predicted salary is between 35000 - 42000 £ 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
Service Desk Team Leader employer: Alscient
Alscient is an exceptional employer, offering a dynamic and inclusive work culture that prioritises employee growth and development. As a Service Desk Team Leader, you will benefit from a market-leading salary, comprehensive healthcare, and a personalised development plan, all while working on exciting projects with a talented team in a supportive environment. With flexible working options and a commitment to professional certifications, Alscient ensures that your career progression aligns with the company's innovative journey in digital transformation.
