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Service Desk Team Leader

  • Location: Nottinghamshire
  • Salary: £28000 - £35000.00 per annum
  • Job type: Permanent
  • Sector: IT & Information Security
This vacancy has now expired.

Capita IT Resourcing is partnered with a leading IT Outsourcer in their search for a new Service Desk Team Manager to join them on a permanent basis. The successful candidate will be responsible for managing their team within the Service Desk on a day to day basis, ensuring targets for SLAs and KPIs are met and processes are adhered to. They will ensure consistently high standards of team and individual staff performance and customer service delivery.

Responsibilities for the role:

- Day to day management 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.
- Continuous monitoring of processes and SLAs, proactively highlighting to the Management Team any potential breaches.
- 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.
- Ensuring all 1:1 staff reviews are carried out in a regular, timely manner and recorded in CSB and that any training needs are identified and addressed
- Act as Owner for all documentation in relation to the team, ensuring that all documentation is reviewed regularly in order to identify any gaps.
- Deal with day to day HR issues and management of the team.
- Annual appraisals of all direct reports
- 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.
- Other duties as required as part of the day to day role.

If you are interested in the role and would like to know more detail, please send me your updated CV via the link below.

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

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