Service Desk Team Leader

Are you an experienced Senior Service Desk Analyst or Service Desk Team Leader? Our client, a large, global organisation is bringing their Service Desk function in-house and is looking to hire a Service Desk Team Leader, responsible for coaching and mentoring Service Desk Analysts. Job Title: Service Desk Team Leader Location: Birmingham – 2 days on site per week Salary: £30,000 – £35,000 DOE. Hours: Mon-Fri, this role will be on a rota' d basis for a 24/5 global service desk support function. Shift pattern covers 8am-4pm, 4pm-12am & 12am – 8am. Responsibilities: – Leading shifts, Mentoring the Service Desk Analysts – Supporting Service Desk Analysts with 1st line tickets – Managing team absence, sickness, 1-2-1's etc. – Reporting call volumes and reporting 1st fix resolutions – Understanding key metrics, ensuring SLAs are met Skills: – Experience as a Service Desk Team Leader – Previous experience with 1st line support – Available to start by March Please apply as directed