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    Pensions Service Lead - Sheffield, United Kingdom - Auxilion

    Auxilion
    Auxilion Sheffield, United Kingdom

    6 days ago

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    Description
    Service Desk Team Lead

    The Service Desk Team Lead is responsible for the management of the SOC team based on site in the Auxilion offices in Sheffield.

    The Service Desk team provides L1 end user support across multiple customers.
    Provides high quality customer support services and technical assistance with a high level of accurate diagnosis and resolution. This position is full time on site in our City Centre offices based in Sheffield.

    Oversee the delivery of IT support services, including incident management, problem resolution, and service request fulfilment, ensuring timely and effective resolution of issues in accordance with established service level agreements (SLAs).

    Lead and motivate a team of service desk support analysts, providing guidance, coaching, and support to ensure high levels of productivity, performance, and morale.

    Foster a customer-centric culture within the team, emphasizing the importance of delivering excellent customer service and maintaining strong relationships with clients.

    Identify opportunities for process improvements and optimisation within the service desk operation. Develop and implement training programs and initiatives to enhance the technical skills and knowledge of team members. Provide ongoing coaching and support to facilitate professional growth and development.

    Monitor team performance and key performance indicators (KPIs), such as first call resolution rate, average response time, and customer satisfaction scores.

    Take corrective actions as needed to address performance gaps and ensure SLAs are met.

    Manage escalations and complex issues, providing guidance and support to team members as needed to ensure timely resolution and customer satisfaction.

    Ensure maintenance of accurate records of incidents, service requests, and resolutions in the service desk ticketing system. Generate regular reports and analytics to track performance metrics and identify trends or areas for improvement.
    Contribute actively to the on-boarding of new customers ensuring sufficient knowledge transfer is arranged for the support team.

    Line management of all team members ensuring that development plans are in place for all team members, carrying out performance evaluations, promotions, hiring and disciplinary responsibilities.

    Experience supporting O365, Exchange, Azure, Active Directory.
    ~ Strong working knowledge of Microsoft Office 2007/2013/Office 365
    ~ Experience of working with Microsoft Windows environments including Windows 10/11 and applications.
    ~ 2-3 years team lead or team management experience.
    ~ Experience creating rotas, conducting performance reviews and creating development plans.
    ~ Experience of working in a helpdesk/deskside environment.
    ~ Excellent communication and customer service skills.
    ~ Experience representing the service desk during monthly reviews.
    ~ ITIL-foundation certified will be advantageous.

    At Auxilion we strive to be a great place to work, with career opportunities and development of people in our DNA.

    We have an excellent training programme in place to enable you to provide world class technical support. We also provide Company paid industrial certifications & Progression opportunities.
    Our competitive advantage is how we support our clients on their journey.
    Our people have a passion for their work, our culture and values.

    Whether your focus is technical, sales, finance or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.

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