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    Service Desk Team Leader - Gateshead, United Kingdom - Reed Technology

    Reed Technology
    Reed Technology Gateshead, United Kingdom

    1 month ago

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    Full time Customer Service / Support
    Description

    Are you looking to join a company with a wide global reach, a long-standing history, and a dedication to sustainability? Do you aspire to lead a team that strives for success and growth alongside the business? We are thrilled to offer an exciting opportunity for a Service Desk Team Leader to guide a dynamic team through an innovative digital transformation.

    About the Company

    This company stands out as a prominent figure in its industry, delivering top-notch solutions to clients worldwide for more than seven decades. Renowned for their excellence, dependability, and forward-thinking approach, they collaborate with a majority of the world's leading manufacturers, supplying a wide array of products from their various production facilities globally. As the company embarks on a journey of digital evolution, this role presents an exciting chance to leverage your leadership skills and actively contribute to shaping the organization's future.

    About the Role

    Situated in South Tyneside, this company is seeking a Service Desk Team Lead to ensure that the service desk team remains dedicated to upholding outstanding customer service and to offer guidance on enhancing standards for an improved customer experience.

    You will collaborate closely with the Service Desk to uphold ITIL practices, lead in Major Incident Management, and have the opportunity to refine processes, systems, and tools to prioritize delivering the ultimate customer experience.

    Key responsibilities:

    • Oversee and supervise operational activities to meet OLAs, SLTs, and KPIs.
    • Maintain excellent customer service standards while coordinating with other delivery teams.
    • Manage communication during major incidents and escalate when necessary.
    • Enhance the skills and expertise of Service Desk Analysts.
    • Support in staff training initiatives.

    Required experience and skills:

    • Background in a similar role.
    • Proficiency in implementing ITIL Service Management Best Practices.
    • Strong verbal and written communication skills.
    • Exceptional customer service abilities.
    • Experience in Major Incident Management.

    What's Next? If you seek additional details on this role or are interested in exploring other Infrastructure, Cloud, and Security opportunities that align with your skills, feel free to respond to this listing or connect with me on LinkedIn via 'Liam Pearce'.

    Applicants must have full eligibility to work in the UK and be able to commute to the office.

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