Service Desk Team Leader - Stoke-on-Trent, United Kingdom - Fifteen Group Limited

Fifteen Group Limited

Verified Company

Stoke-on-Trent, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Service Desk Team Leader

Reports to:
Service Delivery Manager

Role Overview

As the Service Desk Team Leader, you will lead and manage a team of IT technicians and engineers responsible for providing technical support and services to our predominantly QSR based clients.

You will be responsible for ensuring that the team delivers high-quality services that meet or exceed client expectations.

Your duties will include overseeing team members' work, coaching and mentoring team members, and ensuring that the team meets its goals and objectives.

Key Relationships:

Service Desk Team
Clients
Service Delivery Manager
Project Engineers

Responsibilities - _
Stats / KPIs_

Overall monitoring of board ticket numbers.
Periodic quality checks of old tickets.
Monitoring of ticket escalations.
Reporting on SLA KPIs to the Service Delivery Manager.

Responsibilities - _
Service Desk_

Ensuring the Service Desk calls are always promptly answered and handled appropriately.
Liaise with external client Service Delivery Managers to ensure best processes are followed.
Attending client meetings in relation to Service Desk queries.
Allocating the correct resource for internal and external service desk requirements.
Handling any Service Desk queries or complaints before escalation.
Identify key call drivers and implement preventative measures.
Ensuring Customer Service is always timely and accurate.

Responsibilities - _
The Team_

Managing the Service Desk team and ensuring the overall happiness of the team and that each member is achieving their goals.
Creating and managing the Service Desk, On Call and Apprentice rotas.
Perform quarterly / annual team member reviews with the Service Delivery Manager.
Coaching of the Service Desk team.
Recruitment of new team members with Service Delivery Manager.
Working with the Service Delivery Manager to identify resource requirements for the Service Desk.

Responsibilities - _
Documentation & SharePoint_

Ensure that the Service Desk follows correct procedure documentation and that this documentation is regularly communicated to them.
Delegate to the Service Desk team any document creation requirements and ensure that this is completed.
Ensure processes are in place to retain all 3rd party knowledge.

Responsibilities - _
Training_

Identify training and skill gaps within the Service Desk and ensure that these are dealt with accordingly.

Responsibilities - _
Billing_

Ensuring that we do not allocate resources from the Service Desk without some form of quote or internal sales order being in place and if necessary creating a quote and obtaining signoff.

Skills & Knowledge - _
Required_

Excellent communication skills.
Customer service orientated with a problemsolving attitude.
Proven operational and technical knowledge and experience in handling and closing calls in a technical capacity.
Experience with managing high ticket volumes.
Ability to take ownership and act as the main point of contact for clients during escalated support incidents.
Ability to motivate and inspire team member's daily.
Good written and verbal communication skills.
Confident, with good troubleshooting.
Excellent reporting and documentation skills.
Display commitment to resolving problems as quickly as possible.
Able to build and maintain longterm professional relationships both internally and externally.
Effective organisation to ensure priorities and deadlines are met.
At least 3 years of experience in IT services or technical support, with at least 12 years in a leadership / management role.
Strong knowledge of IT infrastructure, hardware, software, and networking.