Service Desk Team Lead - King's Cross, United Kingdom - Carey Group

Carey Group

Verified Company

King's Cross, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Exciting Opportunity:
Join Our Team as a Service Desk Team Lead

Are you ready to lead a team to excellence while delivering exceptional customer service? We're seeking a dynamic Service Desk Team Lead to champion our support team.

Reporting to the Head of IT Operations, you'll play a pivotal role in resolving technical issues and driving performance goals.

About the Role:

As our Service Desk Team Lead, you'll be the guiding force behind our team's success.

Your primary focus will be leading a team of 2, and resolving technical support issues efficiently and ensuring our users receive top-notch service.

You'll lead by example, setting the standard for proactive problem-solving and customer-centric support. This role, would suit someone looking to develop their career, with some experience of leading a small team.
What you will be doing

Collaborate with the team to achieve performance goals and objectives.
Implement SLAs and process improvements to optimize service delivery.
Monitor service desk performance and ensure timely issue resolution.
Develop and refine service desk framework and processes.
Provide training and support to users, fostering a culture of continuous improvement.
Actively manage assigned tickets, ensuring updates are provided in a timely manner.
Drive efficiency and identify opportunities for improvement across the team.

Skills, Knowledge and Expertise

Minimum of 3 years' experience in a similar role.
Proficiency in IT support at a 2nd line level.
Demonstrated experience in developing and implementing IT policies.
Strong organisational skills with the ability to multitask effectively.
Knowledge of best practice frameworks such as ITIL for IT service delivery.
Background in customer service with a commitment to excellence.
Ability to generate management information reports from ITSM systems.
Experience with service desk tools like ServiceNow.

Desirable Criteria:

Certification in ITIL Foundation or higher.
Familiarity with ISO27001 standards.
Experience in Cyber Security Incident management.

What you can expect

Agile working arrangement (site/home).
Competitive salary and benefits.
26 days holiday per annum + Bank Holidays.
Optional Benefits via 'My Perks': Dining Card, Gym Membership, Cycle to Work, Holiday Trading (buy or sell up to 4 days), Health Cash Plan, Dental and Critical Illness Insurance, Partner Life Assurance, Car Leasing and Discounts & Cashback.
Life assurance.
1 paid day for volunteering activity.
Private, family business with a strong social purpose and respectful culture.
You'll be joining a social team with a wealth of knowledge to learn from

About Carey Group

Our story starts in 1969 with three brothers and a van.
John, Tom and Pat Carey moved to London from Ireland and started a groundworks contracting company in London called PJ Carey Plant Hire (Oval) Ltd.
Their aspirations at the time were reflective of the values of the Carey Group today to care about everything they did, to act with humility in all interactions, to be passionate about their work and be authentic at all times.
The Carey Group remains a familyowned construction business, operating across the UK and Ireland. Their goal at the time was to grow to around 50 operatives and provide quality, safe work so that they and their employees could provide for their families and get safe home every day. Through hard work and sticking to their values and their word, this was certainly some.
Throughout the years, we have remained committed to delivering on our promises, respecting our clients, offering innovative solutions and producing the highestquality work in safe environments. These are the core principles set by our Founders, the ones we have never wavered from and they help us to fulfil our ultimate vision to be the most trusted and socially responsible construction company, that people are proud to work with.
Our strong approach is underpinned by robust financial management, continuous investment in our people, specialist equipment and strategic assets and our longstanding culture of teamwork we want to create the very best environments for our people.
We care about our people and our partners and how we work with them, ensuring we do our best by them. Ultimately, we care about our impact on the world around us and the communities that we proudly help to shape.

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