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Service Desk Team Manager - Night Shift - £23-25k + Allowance

  • Location: Nottinghamshire
  • Salary: £21000.00 - £25000.00 per annum
  • Job type: Permanent
  • Sector: IT & Information Security

We're based in Nottingham and provide business to business support for more than 200 companies that are working with the Data Communications Company (DCC) in rolling out 53 million smart meters to 30 million UK homes and small businesses. It's an exciting time to become involved with great personal development prospects as the project gathers pace.

We're looking for an exceptional Service Desk Team Leader to join us at our Nottingham based Head Office to work on the night shift. You'll be involved in helping lead a team who are working at the forefront of a project that has already rolled out the largest secure wireless network in Europe, and by the end of 2020 will have individually connected almost every home on the UK mainland. We'll enable gas and electricity meter readings to be automated for everyone, we'll support switching energy providers in a vastly reduced time compared to now and we'll enable people using pre-payment meters to access a much wider range of tariffs than ever before. We'll also lay the groundwork to reduce total UK carbon emissions by 3% overall.

Now we need you to come on board and help drive the Service Desk team on to even greater things.

What you will do:

  • 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 in concert with the Training, Development and Knowledge (TDK) Manager.
  • Ensure all relevant knowledge sharing is identified and added to the DCC 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.
  • Deal with day to day HR issues and management of the team.
  • Annual appraisals of all direct reports with assistance of the Service Desk Manager / TDK Manager, using CSB as the mechanism for this.
  • 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.

What's in it for you?

At Capita, training and development aren't optional extras: they're how we do our job. We will motivate you to perform at your peak, recognising your achievements and rewarding them appropriately. As well as a generous basic salary plus 17.5% Night Shift allowance, we also give you 23 day's holiday ( after 2 years goes to 25 days and after 5 years to 27 days), company pension scheme and access to voluntary benefit options including; child care vouchers, share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle. All of this, in a professional but fun environment

There is also free parking and a canteen onsite!

You'll be joining a network of some of the most experienced, innovative and dedicated people in the country - the opportunities to learn new skills, develop in your career and grow and as we grow are almost endless. Our mission is to help you realise your potential - whatever that means to you.

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

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