Description

🚀 Exciting Opportunity: Join Our Team as a Service Desk Team Lead! 🚀


Are you ready to lead a team to excellence while delivering exceptional customer service? We're seeking a dynamic Service Desk Team Lead to champion our support team. Reporting to the Head of IT Operations, you'll play a pivotal role in resolving technical issues and driving performance goals.


About the Role:
As our Service Desk Team Lead, you'll be the guiding force behind our team's success. Your primary focus will be leading a team of 2, and resolving technical support issues efficiently and ensuring our users receive top-notch service. You'll lead by example, setting the standard for proactive problem-solving and customer-centric support.   This role, would suit someone looking to develop their career, with some experience of leading a small team.



What you will be doing

• Collaborate with the team to achieve performance goals and objectives.
• Implement SLAs and process improvements to optimize service delivery.
• Monitor service desk performance and ensure timely issue resolution.
• Develop and refine service desk framework and processes.
• Provide training and support to users, fostering a culture of continuous improvement.
• Actively manage assigned tickets, ensuring updates are provided in a timely manner.
• Drive efficiency and identify opportunities for improvement across the team.

Skills, Knowledge and Expertise

• Minimum of 3 years' experience in a similar role.
• Proficiency in IT support at a 2nd line level.
• Demonstrated experience in developing and implementing IT policies.
• Strong organisational skills with the ability to multitask effectively.
• Knowledge of best practice frameworks such as ITIL for IT service delivery.
• Background in customer service with a commitment to excellence.
• Ability to generate management information reports from ITSM systems.
• Experience with service desk tools like ServiceNow.

Desirable Criteria:

• Certification in ITIL Foundation or higher.
• Familiarity with ISO27001 standards.
• Experience in Cyber Security Incident management.

What you can expect


• Agile working arrangement (site/home).
• Competitive salary and benefits.
• 26 days holiday per annum + Bank Holidays.
• Optional Benefits via 'My Perks': Dining Card, Gym Membership, Cycle to Work, Holiday Trading (buy or sell up to 4 days), Health Cash Plan, Dental and Critical Illness Insurance, Partner Life Assurance, Car Leasing and Discounts & Cashback.
• Life assurance.
• 1 paid day for volunteering activity.
• Private, family business with a strong social purpose and respectful culture.
• You’ll be joining a social team with a wealth of knowledge to learn from!