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IT Service Desk Team Leader

  • Location: West Yorkshire
  • Salary: £110 - £32000 per annum + Amazing Benefits
  • Job type: Permanent
  • Sector: IT & Information Security


IT Service Desk Team Leader
Business overview
Capita Primary Care Services England (PCSE) based in Leeds provide key administrative and payment services on behalf of NHS England ranging from managing supplies, performers list and market entry applications through to moving medical records. We do this and more for GPs, Dentists, Opticians and Pharmacists as well as those working in the teams around them and associated disciplines

IT Service Desk Team Leader Outline Role Description
Capita Primary Care Services England (PCSE) have a small internal IT department in Leeds that is going through a process of reorganisation as it moves to a new level of organisational maturity. As part of this re-organisation a need to enhance several ITIL process areas have been identified.

The IT Service team leader will work as part of the PCSE IT Team reporting into the Service Delivery Manager. This role will be responsible for development and running of the whole Service Desk and establishment of Service Desk processes. This role will also be responsible Ensuring the highest standards of professionalism, written and verbal communication, customer service, timekeeping and attendance, Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met by the team.

IT Service Desk Team Leader Key Responsibilities

  • Deal with formal escalations from the team when required as first escalation point, further escalating if necessary.
  • Manage day to day customer issues through to satisfactory completion and raise areas of concern to ensure issues are identified and eradicated for the future, escalating appropriately when required.
  • Managing the available resources to ensure the best possible cover is available at peak times by prioritising activities to SLAs.
  • First point of contact for team members calling in sick and for analysts requesting holiday.
  • Ensure adequate staffing cover is in place to cover phones and key tasks; ensure adequate staffing cover is in place to cover holidays and sickness.
  • Provide statistical reports to the Management Team on staff members, team and service desk performance where required.
  • Ensure Senior and Service Desk Analysts meet their objectives and are fulfilling the responsibilities of their roles.
  • Mentor key analysts for senior analyst or management positions.
  • Ensure new team members are appropriately integrated and inducted into their team.
  • Ensure all relevant knowledge sharing is identified and added to the PCSE IT Knowledge Base.
  • Act as Owner for all documentation in relation to the team, ensuring that all documentation is reviewed regularly in order to identify any gaps.
  • Undertake Return to Work interviews for team members following any absences taken through sickness.
  • Work with other members of the Management Team on projects as and when required.
  • Demonstrate a positive attitude towards change and service improvement by words, actions and behaviours.
  • Challenge the way things have always been done and suggest improvements to process.
  • Advise and contribute to the existing best practice around utilising the JIRA ITSM tool, as well as extracting and delivering future benefits though further development.
  • Performance management of staff
  • Other duties as required as part of the day to day role.
  • Demonstrable Continuous Service Improvement (CSIP) experience.
  • CSAT surveys exposure preferable.
  • ITIL Foundation V3 qualified.
  • Comfortable managing a mutli-site Service Desk function encompassing many different Service Lines.
  • Previous staff management and team leading experience
  • Previous experience of service desk environments



IT Service Desk Team Leader Package

  • £30,000 - £32,000
  • 33 Days Holiday (Including Bank Holidays)
  • Remote Working
  • Travel Expenses
  • Pension
  • Childcare Vouchers
  • Cycle to Work
  • Medical Cash Plan, Dental Plan
  • Additional Life Assurance, Spouse / Partner Assurance, Critical Illness Insurance, Group Income Protection
  • Discounted Dining Card
  • Vehicle Breakdown Cover
  • Gym Discounts



IT Service Desk Team Leader
If you are looking to join a brand-new team with exciting prospects and an actual career with progression, this could be for you! Send over your CV for immediate consideration.

Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy.

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