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    ICT Service Desk Team Leader - Fareham, Hampshire, United Kingdom - Leidos

    Leidos
    Leidos Fareham, Hampshire, United Kingdom

    2 weeks ago

    Leidos background
    Description
    Service Desk Team Leader

    Reporting into the Head of Customer Enablement, where you will be responsible for the general day to day supervision of the existing Service Desk Team and the achievement of excellent service delivery and productivity.

    You will be a key point of contact for initial escalation for all Service Desk Team members for Technical and non-technical queries.

    Work proactively to ensure smooth team operations and effective collaboration with other internal/external IT Teams and 3rd Parties.
    Main point of contact for Service Desk Services, including:
    Support of Major Incidents (MI)
    Customer support
    Problem Management
    Quality assurance
    Ensuring Analysts availability at all times, including rota management
    Support where necessary of all Service Desk related Projects
    Ad-Hoc assignments, such as carrying out tasks related to reporting and site visits
    Mentoring Service Desk Analysts - Apprentices / Level 1's / Level 2's
    Support career growth within the Service Desk by identifying training requirements
    Assist with Continuous Improvement Programme (CIP) for the Service Desk
    Work with the Head of Customer Enablement to define Service Desk strategy in line with customer / business requirements
    Support the Head of Customer Enablement with the recruitment process
    Manage the new starter and induction processes and ensure all staff receive the correct training
    Ensure updated mandatory training requirements are met
    Strong Customer service awareness
    Strong personnel management
    Good understanding of ITIL principles
    Good level of knowledge Microsoft office applications (Outlook, Excel, Word)
    Good understanding of network infrastructure and system components
    Good working knowledge of Windows Operating Systems / Server
    Good working knowledge of Network Infrastructure and System Components
    ITIL Foundation Certification
    At Leidos we are PASSIONATE about customer success, UNITED as a team and INSPIRED to make a difference.

    We offer meaningful and engaging careers, a collaborative culture, and support for your career goals, all while nurturing a healthy work-life balance.

    Contributory Pension Scheme


    • Private Medical Insurance
    • 33 days Annual Leave (including public and privilege holidays)
    • Access to Flexible benefits (including life assurance, health schemes, gym memberships, annual buy and sell holidays and a cycle to work scheme)

    Commitment to Diversity:

    We welcome applications from every part of the community and are committed to a truly diverse and inclusive culture.

    If you have a disability or need any reasonable adjustments during the application and selection stages please let us know, and we will respond in a way that best fits your needs.

    Leidos UK & EUROPE - we work to make the world safer, healthier, and more efficient through technology, engineering and science.

    Leidos is a growing company delivering innovative technology and solutions focused on safeguarding critical capabilities and transformation in frontline services, our work in the United Kingdom includes addressing some of the most complex problems in defence, healthcare, government, safety and security, and transportation.


    Purpose:
    you can use your passion and abilities at Leidos to keep the people you care about safe. We are at the forefront of machine learning, AI, cyber security and solutions. Using your skills in the technology frontline by helping to build a safer world.

    Whether you work from home, the office or on customer sites, we will give you the digital tools and the flexibility to work smarter and align your needs and ours.

    We believe that extraordinary people need opportunities to grow, to be inspired and to inspire others. At Leidos, we invest in technical academies, career rotations and a career development plans that enhance your future.

    The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary.

    Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

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