Service Desk Team Leader - Leeds, United Kingdom - NG Bailey Facilities Services

NG Bailey Facilities Services

Verified Company

Leeds, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

NG Bailey Facilities Services are currently recruiting a Service Desk Team Leader to join their Service Desk in Leeds.

The Service Desk Team Leader will have Day-to-day management of team members' performance in line with the qualitative and quantitative needs of the department.

They will oversee a portfolio of accounts and be responsible for maintaining high performance and a high level of customer service within the team.

Responsibilities:

You will:

Analyse internal and client management information to drive priorities within the team to ensure delivery of KPIs.
Support the Centre Management in delivery of NG Bailey vision and strategy.
Provision of leadership and guidance, advice, coaching and direct support to team members, where required. To develop best practice processes for training, assessment, and recognition/reward.
Delivering effective business communication through advice, review, leadership and direct contribution to management and team meetings
Manage and maintain service delivery (PPM/Reactive/Other) on contracts/areas ensuring delivery of Client SLAs.
Manage escalations raised within the team, ensuring root cause analysis, corrective action and training is carried out throughout the team to prevent reoccurrence.
The production and ongoing review of procedures within the Service Centre to ensure the department delivers services in a consistent manner.
Manage Absence, Performance and Productivity fairly and consistently across the team, utilising management statistical information (where available)
Support recruitment and induction process
Analyse client reporting to identify priorities for the teams
Monitor, evaluate and review all Key Performance Indicators, L&D objectives, and QA in conjunction with Service Centre Manager.
Conduct monthly 1:1s, ensuring all team members are up to date with all procedural changes and new information that becomes available to the Service Centre.

Requirements:

You will have:

Experience in Client Relationship Management
Coaching Mentoring Experience
Microsoft Office
Experience in Facilities Management
Desirable

About Us

We are one of the leading independent engineering and services businesses in the UK.

Founded in 1921, with a turnover of £500m and 3000 employees, we are proud of our history of developing great people through our investment in training.

You will be working as part of a team, we're committed to creating a culture where we treat each other fairly and with respect, recognising everyone as an individual

Progression is something we value and we'll make sure that when you join us you have a clearly defined development path, supported by regular reviews, training and ongoing support to enable you to be the best you can be.