IT Digital Service Desk Team Leader
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IT Digital Service Desk Team Leader
Grade: 2A
Contract Type: Permanent
Location: Chesterfield
Reporting to: IT Operations Manager
Division: IT Service Operations
The Purpose of the Role
The position is focused on supporting the IT service desk manager to ensure that high service levels are maintained.
This role will focus on increasing user and customer satisfaction, whilst supporting and driving the improvement of internal and external operations and systems.
This opportunity requires someone with a solid background in a professional and operational IT Service Desk or IT Help Desk environment.
You will be responsible for the full line management responsibilities for the Help desk team including task management of the staff and rotas, assisting with incidents via ServiceNow through to resolution in accordance with SLA's and providing an escalation point for the Help desk and internal and external customers.
Principal Accountabilities
You will have experience of working in a Operations andor Service environment.
You will have experience of working to service levels and quality targets.
You will demonstrate good all-round IT skills, be able to use the Microsoft Office and be familiar with case management applications.
Exceptional customer service skills
You will have excellent verbal and written communication skills. Skills required
ITIL qualification or experience
Role model for the skills required by your team of Support Advisors - empathy, commitment, curiosity, attentiveness, connection, and courage
Service-focused mindset
Performance-focused mindset
Coaching mindset and capabilities
Strong analytical and decision-making skills - joins the dots and is outcome and resolution focused
High attention to detail and resilience
The ability to succinctly summarise complex issues in writing
Good negotiation and influencing skills - does not shy away from conflict or the delivery of difficult messages
Accomplished communicator with the ability to conduct difficult conversations
High levels of professionalism and integrity
Reporting skills
Qualifications, Experience & Skills
You will have experience of working in a Operations andor Service environment.
You will have experience of working to service levels and quality targets.
You will demonstrate good all-round IT skills, be able to use the Microsoft Office and be familiar with case management applications.
Exceptional customer service skills
You will have excellent verbal and written communication skills. Skills required
ITIL qualification or experience
Role model for the skills required by your team of Support Advisors - empathy, commitment, curiosity, attentiveness, connection, and courage
Service-focused mindset
Performance-focused mindset
Coaching mindset and capabilities
Strong analytical and decision-making skills - joins the dots and is outcome and resolution focused
High attention to detail and resilience
The ability to succinctly summarise complex issues in writing
Good negotiation and influencing skills - does not shy away from conflict or the delivery of difficult messages
Accomplished communicator with the ability to conduct difficult conversations
High levels of professionalism and integrity
Reporting skills
About Post Office
The Post Office has thrived at the heart of high streets and local communities across the UK for over 370 years. As one of the country's most trusted brands, we take our commitment to providing essential services to customers across the UK very seriously. We're the UK's largest retail network, as well as the largest financial services provider in the UK, with over 11,600 branches nationwide - more than all of the UK's banks and building societies put together.
We know that the best way to provide a great service for customers is to evolve our business and adapt to their changing needs. That's why we have a range of over 170 products and services, from personal financial services like banking, insurance, payments and travel money, to telecoms and, of course, mails. And we're improving our online and in store experience for customers. We know that our customers never stop changing, so neither will we. We're here, in person, for the people who rely on us.
Our Ways of Working underpin everything we do, they are the "How" of our business strategy. They differentiate our business and aim to inspire great behaviours and align our colleagues around specific actions in order to be the organisation we want to be, and achieve our business goals.
By living the Ways of Working each day, you will help make that vision a reality and enable our cultural transformation. In short: Working in partnership, as one team, we deliver amazing results!
The Post Office embraces diversity and inclusion in the workplace and actively promote working without discrimination. We are also a Disability Confident Employer and are committed to interviewing disabled people who meet our minimum criteria for the job.
