Team Lead, Service Desk in Manchester

You will be responsible for the day to day management of the Service Desk Analyst, ensuring that Fox-IT and NCC Group employees receive a high standard of service and support. The Service Desk Support Manager will also be responsible for long term planning, training, and implementation of support provision both locally and globally.

Key Responsibilities

• Build relationships with key stakeholders to understand support required by Service Desk, to help provide and maintain a high degree of customer service for all support queries.
• Responsibility for Incident, problem, and change management within your Team.
• Contribute to project management tasks.
• Ensure all NCC Group support requests in the call logging are regularly updated on progress and dealt with in accordance with NCC Group processes.
• Ensure successful handover of completed work and products to customers or the IT team with the appropriate documentation, training, and communication of any known faults.
• Provide technical support for all incidents, service requests and change requests.
• Manage standard and escalated incidents, service requests, change requests, and project requests ensuring they are handled effectively and progressed to resolution.
• Be pro-active when seeking to resolve problems and elevate more complex issues to the appropriate team.
• Carry out in-house testing on all hardware, products, and services where necessary.

Functional & Technical Skills

• Asset and configuration management: Track, log and correct information to protect assets and components.
• Continual service improvement: Identify process optimisation opportunities with guidance and contribute to the implementation of proposed solutions.
• Customer service management: Maintain a high level of customer service and deal with complex complaints using empathy to satisfy customer demands.
• Ownership and initiative: Own an issue until a new owner has been found or the problem has been mitigated or resolved.
• Problem management: Investigate problems in systems, processes, and services, contributing to the implementation of remedies and preventative measures.
• Service focus: Establish coherent frameworks that work based on inputs.
• Service Management Framework knowledge: Knowledge and/or a Level 3 Service Management Framework qualification.
• Service reporting: Produce relevant reports in a standard format in an agreed timeframe and discuss changes in the reporting processes with stakeholders.
• Technical understanding: Have knowledge about the subject matter and understand what it involves.
• User focus: Identify needs and engage with users or stakeholders to collate user needs evidence.
• Coaching and Mentoring: Coach and mentor junior team members, assisting in the provision of first-class services and consistent levels of capability as required by the organisation.
• Management Planning: Provide input into overall management - workforce, budget, technology roadmaps, projects and tasks.