IT Service Desk Team Leader - Glasgow, United Kingdom - Social Security Scotland

Social Security Scotland

Verified Company

Glasgow, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Overview:
Social Security Scotland are looking for an experienced IT Service Desk Team Leader. Do you have Incident management and request fulfilment experience? Do you have expectational customer care skills and experience? Do you have experience in working in a busy Service Desk environment, resolving a variety of IT queries?

The IT Service Desk Team Leader is responsible for the resourcing and development of the team, including the preparation and coordination of service transition hand over activities from Projects into the Service Desk.

They are the first point of escalation of issues, working with user's management to understand prioritisation and impact of issues on business processes.

What do we offer you?

We offer meaningful and engaging careers, a collaborative culture, and support for your career goals, all while nurturing a healthy work-life balance.

We provide an employment package that attracts, develops, and retains only the best talent

Benefits

Flexible working arrangements with potential of up to 4 days off per month
You will have an annual leave allowance of 5 weeks, rising to 6 weeks after 4 years. In addition, the Scottish Government observes 111⁄2 days public and privilege holidays, dates of which are set annually
Workplace adjustments for everyone that needs them to ensure your comfort and safety in your new role
Learning and development opportunities to support your personal and professional growth
Career progression join a rapidly growing and developing organisation with excellent opportunities for career advancement
Contributory Pension Scheme (employee contributions 5.45% employer contributions %)
Health and wellbeing support including 24 hour access to our Employee Assistance Programme, plus counselling support available for all

Social Security Scotland is an Executive Agency of the Scottish Government.

Our benefits help people from all walks of life in Scotland. We are committed to recruiting a diverse workforce that is representative of the clients we serve.

Find out more about us here.

Our current way of working is by a hybrid working approach, where colleagues will be expected to use a mix of office based and remote working (working from home) depending on the requirements of the role.

Base office location can be in either Dundee or Glasgow

Responsibilities:

The IT Service Desk Team Leader manages a team of Service Desk Analysts in managing IT incidents and requests to Service Level targets.

They identify emerging issues and work with specialist resolver teams to improve user experience.

They are responsible for the resourcing and development of the team, including the preparation and coordination of service transition hand over activities from Projects into the Service Desk.

They are the first point of escalation of issues, working with user's management to understand prioritisation and impact of issues on business processes.

Specific Duties

Line Management Responsibilities for Service Desk Analysts.
Manage Service Level Agreements and providing an escalation point for incidents and Service Requests.
This role will be expected to proactively manage and encourage professional development of their staff.
Maintains relationships with Internal and External stakeholders, representing IT Service Delivery in attending various Business Delivery meetings.
Transfers knowledge to others in the department, where appropriate, in multiple forms, such as through written documentation, mentoring, and in house training.

An on call rota is in operation to cover management of out of hours incidents, it is expected this postholder would join this rota.

Additional Duties

This role will be expected to proactively manage and encourage professional development of their staff.
Manage Service Level Agreements and providing an escalation point for incidents and Service Requests
Maintains relationships with Internal and External stakeholders, representing IT Service Delivery in attending various Business Delivery meetings.
Transfers knowledge to others in the department, where appropriate, in multiple forms, such as through written documentation, mentoring, and in house training

Here are details of the Competencies required for this role and you will be tested against these competencies if you are invited to attend the interview/assessment:

People Management
Communications and Engagement
Improving Performance
Analysis and Use of Evidence
DDAT Technical Skill Assessment

Qualifications:
No formal qualifications required.

A Personal Statement (no longer than 750 words) explaining why you consider your personal skills, qualities and experience suitable for this role, with particular reference to the essential criteria below.

Experience of managing a team to undertake IT Incident Management, IT Service Request fulfilment and working with relevant ITSM tools.
Strong organisational skills, including a demonstrable abilit