IT Service Desk Team Leader - Shoreham by Sea, United Kingdom - Clearline Recruitment

Clearline Recruitment

Verified Company

Shoreham by Sea, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Responsibilities

Responsible for the line management and development of all individuals within the associated service desk tier, including the approval of annual leave, tracking absence, shift rota management etc
Coordinate team technical training and development through analysis of ticket reporting
Ensuring tickets are meeting all KPI's e.g. response, fix, customer update frequency, call answer time etc
SLT Management to ensure tickets are load balanced effectively across the team allowing for proactive management of workflow
Ensure an excellent customer experience through accurate ticket management and progression throughout the team, driving regular and informative updates
Instil continuous improvement of customer processes, highlighting areas of improvement and driving these through to completion
Management of all escalation types and delegation of technical escalations to Senior Agents to ensure escalations are managed in line with process
Ensure handovers take place each day between day and night shift teams
Review and responded to negative CSAT responses with engagement with the customer and a plan to prevent future occurrences
Conduct regular team meetings to provide key information that the Service Desk needs to be aware of, including but not limited to handover into service, key account information/changes
Ensure the meetings are collaborative and any ideas or issues are taken forward and addressed as appropriate
Ensure the team is following documented processes and address where there may be failure to do so
Monitor and address Quality of tickets in line with the Quality Management process
Develop a good working relationship with the wider leadership team who will provide details on process development
Regularly update the Service Desk Managers on any highlevel incidents/escalations in flight and support requirements
Identify and monitor key customer account relationships
Identify and raise any supplier concerns to your Service Desk Manager

Requirements:

Proven ability to support a Service Desk as a Team Leader
Able to delegate work efficiently and fairly across the team
Ability to work to KPIs and instil these in a team
Excellent communication skills both verbally and written
Analytical and methodical problemsolving skills
Be adaptable to change in processes and lead the change where required
An ability to deliver clear and articulate information to customers and colleagues adjusting language and detail to suit the audience, whether it is verbal or written
A detailedoriented individual, who can estimate and prioritize effectively, to meet deadlines, organised, coordinated, and proactive
Demonstrate an ability to remain calm and composed whilst dealing with internal company pressure
Be willing to go the extra mile for the sake of the customer and the business
Job Title:IT Service Desk Team Leader

Location:
Shoreham-By-Sea

Salary:
£28,000 - £30,000 per annum

Full Time

For more information, please contact Chris Gower at Clearline Recruitment.

Job Types:
Full-time, Permanent

Salary:
£28,000.00-£30,000.00 per year

Schedule: