Helpdesk Team Leader

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Helpdesk Team Leader

Redhill, Surrey

If you're a highly enthusiastic and talented IT professional who is passionate about transforming the customer experience through the application of technology and highly efficient service management principles, then this is a superb opportunity to support the digital journey of a group of companies that are committed to delivering exceptional service to customers and communities.

About us:

Our vision is to be an outstanding water company delivering service excellence and we believe our people are integral to helping us achieve our goal to ensure that we deliver a high-quality service that is reliable and resilient. Our plan for the future is to ensure the services we provide are fair, future-proof, good for the planet and utilise smart technology. Water plays a role in all our lives. It's an essential service and one that we are proud to deliver to our customers and communities.

We don't just want to be proud of what we do, we also want to celebrate how we do it. We are an inclusive Team that values diversity and community, what makes us different as well as what we have in common. Your contribution to delivering our Business Plan over the next 5 years and our 5 pledges to our customers is vital. We aren't just recruiting for experience - potential, fit and values are fundamental to building and developing our team. We want you to develop, grow and succeed and enjoy working at SES.

SES Water supplies 160 million litres of fresh water to over 735,000 people across Kent, Surrey and South London every day.

Why you should join our team:

This is a key role delivering efficient IT operations across our Group and driving our digital transformation. You will lead the IT helpdesk to help deliver high-quality IT services for our Group.

It's an exciting time to be joining us as our IT Helpdesk function is currently going through a major change, not only will you have the chance to use your expertise to develop our function further, but you will also be able to enhance your experience and skills along the way.

What's more, we recognise strong performance, reward hard work and offer excellent career development and progression opportunities across the business.

The role:

- Salary of £25,000 DOE

- Up to 10% employer contribution towards Aviva's Group Personal Pension Plan

- Free on-site parking or in your local area

- Working hours: Full-time working hours

As the Helpdesk Team Leader, you will be responsible for managing and developing the IT Helpdesk function, ensuring internal customers receive an exceptional experience and agreed service levels are met, including a high first-time fix rate.

Using your skills and experience, you will manage the workload and priorities within the 1st Line Support Team, taking ownership of the daily management of the ticket queues and ensuring all tickets are updated.

Additionally, you will:

- Answer 1st Line Support calls via telephone, email, portal and face-to-face

- Champion high levels of customer service, resolving customer conflict quickly and efficiently

- Oversee staff management including rotas, mentoring, development and appraisals

- Provide input into daily, weekly and monthly KPI reports on the team's productivity

Other organisations may call this role Service Desk Team Leader, IT Service Desk Team Leader, 1st Line Service Desk Team Leader, 1st Line Support Team Leader, or Help Desk Team Leader.

About you:

At SES Water, we recruit based on potential, values and fit, rather than just experience and qualifications. We're seeking a Helpdesk Team Leader, with:

- Good people management skills

- Attention to detail and accuracy

- An ITIL foundation IT qualification or equivalent experience

- Previous experience as a hands-on IT Helpdesk and/or Service Desk Team Leader

- Relevant technical skills to help achieve a high first-time fix rate

- Strong decision-making skills, who believes in delivering high levels of customer service

The benefits:

- Life assurance

- Bonus scheme

- 23 days' holiday per year, increasing to 27 with service

- Give as you earn scheme

- Financial education, savings and personal loans through Neyber

- Aqualibrium - our wellbeing programme including Mental Health First Aiders and free annual comprehensive health checks

- Simply Health Cash Plan, Surgical Choices and Rewards

- Confidential crisis support, counselling and legal advice

- One day paid volunteering a year

- Discounts with our subsidiaries and Garage

This vacancy is being advertised by Webrecruit, who SES Water work in partnership with. The services advertised by Webrecruit are those of an Employment Agency. If you require any reasonable adjustments as part of our recruitment process, please get in touch and let us know. We're also happy to discuss flexible working options should the role accommodate it.

What's next?

If you are seeking your next challenge as a Helpdesk Team Leader, select the apply button shown to be brought through to the application process.

Please note, applications will be reviewed and applicants contacted throughout for an immediate start with first stage interviews taking place over video call asap.

The health and wellbeing of our staff and interviewees is paramount, so we have put practices in place to keep all parties safe.