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Service Desk Team Leader

  • Location: Nottinghamshire
  • Salary: £25000 - £30000 per annum
  • Job type: Permanent
  • Sector: Development
This vacancy has now expired.

You will be reporting directly to the Head of Service Desk and be a member of the Service Desk Management Team. The Service Centre is the single point of contact for customers so high standards of customer service are essential. You will be responsible for the day-to-day running and performance of the Service Desk Team and an escalation point for the team.

What you will do:

  • Continuous review of working practices to demonstrate improvement and to drive efficiency.
  • Performance tracking for both the team and individual performance against customer and business objectives. Effectively reacting to any concerns appropriately to make improvements.
  • Management of Service Desk activities in accordance with any Service Improvement Plans.
  • Ensuring all records of sickness and leave are kept up to date as appropriate.
  • First point of contact for team and customer escalations.
  • Complete required recruitment activities (interviews ect.).
  • Responsibility for team resource allocation and capacity planning.

Your experience will include:

  • Previous team Leading experience within a service desk/ call centre/helpdesk environment
  • Experience of working within an ITIL based IT support environment
  • Good experience with KPI'S and SLA's
  • Experience of supporting an Active Directory environment and Microsoft Windows client operating systems
  • Experience of using a Service Management Toolset (for example Assyst or Remedy).
  • Confident, personable and outgoing with an excellent telephone manner
  • Ability to stay positive and calm under pressure and remain professional at all times
  • Strong communication skills, both written and verbal with the ability to communicate effectively at all levels both internally and externally
  • A proactive team player with the initiative to also take individual ownership of customer and staff issues

Desired Skills

ITIL Certification

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

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