Service Desk Team Leader

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Service Desk Team Leader

One of our West Midlands based education sector clients is seeking a Service Desk Team Leader to join their growing IT team. You will be responsible for leading, supporting and supervising the service desk team, and act as an escalation point for the business. You will ensure the quality and consistency of work provided, and maintain the 'customer first' ethos of the team.

This is an exciting opportunity to develop and take ownership of a service desk team, moulding the team to how you think is most efficient and successful.

Service Desk Team Leader duties will include, but not limited to:

*Day-to-day management for the service desk team, allocating work to meet the agreed SLA's

*Ensuring that the existing service desk processes are fit for purpose, and making any changes as required

*Providing hands-on support when required to diagnose, triage and resolve customer issues

*Coach and monitor team members

*Undertaking weekly review of existing KPIs and recommending any potential changes to ensure that the work remains at a high standard

*Act as the escalation point for the team with any issues

*Drafting and maintaining policies, standards and procedures for the service desk and customer service functions

*Ensuring the tracking and monitoring of performance, and reports are analysed and any issues resolved

*Perform team one-to-ones, personal development reviews, absence management meetings, and inductions

As the Service Desk Team Leader you will be required to possess:

*Previous experience with leading a service desk team

*Experience creating support documentation

*Previously prepared and delivered training to team members

*Experience implementing/improving KPI structure

*Understanding of service desk applications

*Previous experience working within an ITIL environment

*Demonstrable experience of managing 1st and 2nd line support functions

With a salary on offer of up to £40,000 + excellent pension and very generous holiday allowance, this is a great opportunity to put your own stamp on a service desk team, and develop them further.

To be considered for this opportunity, apply with your CV today, or contact Vicci on 0121 214 6198, or [email protected] for more information.

Spring acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Spring Group UK is an Equal Opportunities Employer.

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