Service Desk Team Leader

About the Role

The primary function of the role is to lead the day to day operations of the Service Desk ensuring that Service performance meets targets at all times. This will be achieved by managing, developing, inspiring and motivating the Service Desk Team to provide premium customer service and high quality support services.

The individual will work alongside the End User Computing Manager, interfacing over analyst training and development, holiday cover planning for analysts and onsite teams and resolving/escalating resource issues impacting delivery of BAU services.

Given the current pandemic the majority of our teams are working extremely successfully from home. Whilst based from our Solihull operation, much of the induction will be delivered remotely, using the opportunity to meet colleagues face to face where/when it is safe to do so.

Key Responsibilities

• Line Management
  • Perform monthly 121s with each team member and manage day to day staff issues
  • Complete quality assessments of the Service Desk Analysts with both ticket quality and phone quality
  • Initiate and implement service improvements
  • Provide monitoring/coaching to enable the personal development of the Service desk analysts
  • Recruitment of additional/replacement team members as required
  • Ensuring the rota for the team is kept up to date and appropriate for the demands of the Service.
• Reporting. You will ensure the creation and delivery of daily/weekly/monthly reports for the service.

• Service Management. Ensure that all requests for Service, be they telephony, email or face to face are responded to within agreed timescales and that sufficient analyst capacity is maintained at all times.

• Complaints Management. Ensure all formal complaints to the Service Desk are recorded, reviewed and resolved in line with the Formal complaints process.

• Escalation Management. You will be responsible for coordinating all internal and external escalations, ensuring they are appropriate, timely and fully documented.

• Training. Ensuring completion of Service Desk analyst training across all services, in order to:
• Meet BAU targets
• Meet future needs of the business
• Ensure resolution and Quality rates are in line with client/business demands.

Experience

• At least 1 years experience in a Service Desk leadership role
• Technical knowledge of and previous experience of supporting technologies including:
  • Windows 10
  • Mobile Devices
  • Office 2016/365
  • Citrix
  • Previous use of a Ticket Management system
  • 2+ years' experience in Service Desk remote support of corporate clients
  • Good understanding of Incident/Request management and ticket handling
  • Experience of working to SLA's and KPI measures
  • Experience of using/contributing to a Knowledge base
  • ITIL Foundation Certificate Accreditation
  • Knowledge of Legal Applications - Document Management, Digital Dictation would be an advantage

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