Service Desk Team Leader - West Yorkshire

This job has now expired please search on the home page to find live IT Jobs.

Service Desk Team Leader

West Yorkshire

£35000 - £40000 per annum

Exciting new role created in an established business who specialise in creating Digital and Multi-channel solutions to range of household names. The role will report directly to the Service Delivery Manager, with 5 direct reports covering 1st & 2nd Line Support for internal IT issues, and IT issues from external clients on their technology solutions.

The Service Desk Team Leader is responsible for leading the IT Service Desk team which provides front line Incident and Request Management across all IT services. They are responsible for ensuring that all incidents and service requests are handled effectively across all channels within agreed Service Levels to deliver customer satisfaction. They are responsible for analysing usage of applications, incidents and requests to identify problems and proactively reduce call volumes.

Responsibilities:

* Day to day oversight of the Service Desk function:

* Ensure that the Service Desk is delivers excellent Customer Service

* Ensure that the call logging system is fit for purpose and is used effectively and efficiently by the team

* Be responsible for the operational management of call assignments within the Service Desk team and to other parts of the IT department as appropriate

* Undertake a weekly review of the Service Desk call queues

* Assist with maintaining the inventory of computer assets and software licenses

* Discover, diagnose and triage users problems effectively and efficiently

* Provide regular management reporting and service metrics on Incident and Problem activities

* Offers exemplary customer service, including maintaining customer relationships and taking care of any customer concerns or complaints quickly and professionally

* Resolves service desk problems and improves current service desk methods to increase productivity and customer service

* Monitors department issues and client complaints to define patterns and work to lessen those recurring issues

* Implement, review and monitor ITIL based services via the ITSM tool

* Proactively monitor tickets & incidents to ensure timely resolution

* Make general suggestions about improving service & process

* Implement and embed service improvement activities

* Manage Service Readiness through to the final decision for project go lives

* Maintaining and monitoring all OLAs, SLAs and XLAs

The business offers flexible working hours and a day from home a week. You will be working within a wider Technology team and will be required to build strong relationships across the business.

service delivery, ITIL, west yorkshire, service desk