Asset and Dispatch Team Leader - Warrington, United Kingdom - Age Cymru West Glamorgan

Age Cymru West Glamorgan

Verified Company

Warrington, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

LOCATION

Hybrid/Warrington

CONTRACT TYPE

Permanent

APPLY BY

04-Jun-2024

SALARY RANGE

£36, £40,425.00

JOB CATEGORY

IT & Technology

WORKING PATTERN

5 days per week

WEEKLY HOURS

35 hours

Age UK's Digital & Technology division is recruiting for an
Asset and Dispatch Team Leader to join our customer-centric team.

The Service Desk is embarking on an exciting time as we look to create lots of new processes, procedures and working practices.

The Service Desk will become the Single Point of Contact for all IT related incidents and requests.

You will lead a team of Service Desk Analysts within the Warrington office, with responsibility for tasks related to operational performance and people management.

You'll be involved in reviewing and updating Service Desk related processes and procedures, co-ordinating Service Desk Analyst coaching and mentoring.

This role will focus on managing Age UK hardware assets across all sites.

The team will provide first touch support for all of Age UK's IT Infrastructure - including desktop, software and mobile device management and Telephony (includes Incidents, Requests and Changes).

You'll work on operational and administrative activities associated with the Service Desk - including reports, account management, moves, adds, deletes and changes.

Passionate about providing a brilliant Customer Experience, you'll be proactive in monitoring call volumes, queues and data on a daily basis to help to ensure optimal ticket levels and responsible for ticket logging and allocation within the ITSM tool, setting an example on ticket management.

Data-driven, you'll carry out Service Desk reporting and trend analysis activities and play a key role in managing the Asset database and management process.

This role offers hybrid working, where you'll spend up to 3 days a week on-site in our Warrington office, plus ad-hoc cover as requested, working the rest of the time from home.

Working hours are 35 hours per week, Monday to Friday. Our core hours are 08:00 until 19:00 with cover required on a rota basis across the Service Desk leadership team.
Age UK Internal Job Grade - 6NT

Must haves:

Significant experience of operational management of a medium sized remote team on a busy Service Desk.
Significant people management experience.
Significant experience of working with and managing Incident Management and Request Fulfilment processes.
Significant experience of managing hardware assets through their lifecycle (deploy, monitor, service, retire).
Significant experience of working with an ITSM platform.
Significant experience of working with a Telephony platform.
Good understanding of effective Office 365 administration support.
Good understanding of effective Active Directory/AAD support.
Good understanding of Intune support.
Passionate about providing a brilliant User Experience.
Experience of working in an ITIL environment with a demonstrable knowledge of how ITSM processes are utilised to deliver an outstanding service.
Excellent communication skills, both written and verbal.

Great to haves:

ITIL4 foundation.
Service Desk Institute Manager certification.

What we offer in return

Competitive salary, 26 days annual leave + bank holidays + annual leave purchase scheme
Excellent pension scheme, life assurance, health cashback plan and EAP
Car Benefit Scheme, Cycle to Work Scheme and Season Ticket Loan
Techscheme buy any tech from Apple or Currys, up to £1000, and spread the cost over 12 months, interest free
Blue Light Card Scheme
You Did It Awards recognition awards from £

Additional Information

This role is hybrid between home-based and your designated office(s) with up to 3 days a week on-site plus ad-hoc as requested by the IT Service Delivery Management team.

You'll be expected to share management cover of the Service Desk 8-7 core hours rota with the Service Desk leadership team.

Occasional travel to other Age UK sites to enable performance of the duties and responsibilities and for the purposes of maintaining and updating professional skills and development.

Age UK is committed to safeguarding adults at risk, and children, from abuse and neglect. We expect everyone who works with us to share this commitment.

Age UK politely requests no contact from recruitment agencies or media sales. We do not accept speculative CVs from recruitment agencies nor accept the fees associated with them.