Service Desk Team Leader

Overview

The Service Desk is part of the EMEA Service Delivery Team and provides a single point of contact for both our UK and International Offices. Reporting to the Service Desk Manager, this role requires a proactive, well-organised, self-motivated individual. The role holder must have excellent written and verbal communication skills, as there will be interaction with the business and internal IT stakeholders at all levels. Technical expertise is also required as the expectation will be that you are part of the team actively assisting in resolving issues as well as your leadership responsibilities.

Responsibilities

• Team Management: Ensure that your team rota is managed, and the appropriate number of staff are available at the prescribed times; take joint responsibility with the Service Desk Team Leader (Desktop Support and User Admin) in the absence of the Service Desk Manager; assist in the implementation of and adherence to ITIL processes and best practices within the Service Desk; assist in measuring and reporting on KPIs and SLAs for your team.
• Leading the First Line Team: Ensure that trend analysis and potential problem areas are correctly being identified and reported by your team; ensure regular one-to-ones are held with these team members to discuss monthly performance, address any training needs and review status of yearly objectives, providing the Service Desk Manager with a monthly overview of these sessions; ensure sufficient cover on the desk in 1st Line on a daily basis; monitor the ServiceNow queues to ensure that all tickets are handed within SLA and to the appropriate standards.
• Escalation Point: Serve as the initial escalation point for customer escalations; be part of the internal Service Desk escalation team, acting as a technical point of contact for the Service Desk Analysts, Senior Service Desk Analysts and Apprentices.
• Process Management: Identify service improvement initiatives for the Service Desk and ensure these are documented, reported up and adhered to by the Service Desk; assist the Service Desk Manager with the creation, maintenance and distribution of all Service Desk processes.
• Quality Management: Identify ticket quality issues within the team via monthly reviews, create reports on each team member's performance, and ensure issues are acted upon quickly and efficiently; ensure that monthly quality management reports are available to the Service Desk Manager and the EMEA Service Delivery Manager.
• Major Incident Management: Together with the Service Desk Manager (Desktop Support), take ownership of the Major Incident process during office hours, ensuring that all aspects of the process are followed; ensure that the Service Desk is aware of any Major Incidents underway and potential workarounds.

Our new enabled work model provides flexibility in how you work from the office or remote locations, while maintaining high service standards. We offer family-friendly and inclusive employment policies and provide access to programs aimed at supporting health and wellbeing.

Qualifications

• Proven experience in team supervision, workload prioritization and resource management.
• Quantifiable experience in ITIL service management disciplines: Incident, Major Incident and Request Fulfilment.
• Some experience of ITIL Problem and Change disciplines.
• Ability to manage personal and team workloads (including management of team rotas).
• Proven ability to measure and monitor the team's operational performance through agreed KPIs and provide management reports for the Service Desk.
• Experience working with high-profile, VIP customers in a demanding and time-critical environment.
• The ability to prioritise personal and team workloads to meet daily, changing business requirements and actively participate in day-to-day coordination of the team.
• Knowledge of supporting the majority of the following: Microsoft Windows 11; Microsoft Office 365 or above; iPhone devices (configuring and troubleshooting); printing solutions (desktop and MFD); Active Directory; Dealroom / File transfer solutions; Mimecast email management; NexThink (experience preferred); iManage or other Document Management Systems; Document Management tools; Expert, CMS, Interaction; Encryption software.