Service Desk Team Lead

Posted 07 November 2023
Discipline Business Transformation & Operations
Contact NameJames McAbendroth

Job description

JOB TITLE:    Service Desk Team Lead
LOCATION: Chippenham
PACKAGE:     £30-35k
WAY OF WORKING: Office based – potentially some remote
My client is a highly reputable service provider with a superb reputation across the UK.
Reporting to the Service Desk Manager, the Service Desk Team Lead will manage a team of service desk agents with the responsibility of monitoring and management of all 1st level IT services in line with agreed SLA’s. The role will be responsible for the end to end ownership of all incidents and service requests coming through the IT Service Desk.

Key accountabilities:
  • Responsible for providing 1st level support for operational services in line with the Service Level Agreements
  • Provide a single point of contact for all customers and users of IT, processing and coordinating timely responses to Incidents and Service Requests, and keeping customers appraised of progress to achieve Incident resolution / Service Request fulfilment within agreed service levels
  • Raise all Incident tickets and Service Requests into the Service Management toolset and liaise with the various infrastructure, networks, applications support and business teams to ensure that all Incidents are resolved and Service Requests are fulfilled within SLA
  • Maintain Incident and Service Request tickets in the Service Management toolset with accurate information relating to actions taken, escalation and resolution
  • Escalate any Incidents or Service Requests that cannot be resolved by the Service Desk to the appropriate team 
  • Take ownership of the customer Incident or Service Request and see it through to resolution
  • Create a positive impression of the Service Desk by building a rapport with the customer, focussing on business needs and delivering best possible customer service
  • Communicate customer updates in a positive and professional manner
  • Carry out training and induction of new members of the Service Desk team
  • Perform trouble shooting and Incident resolution according to Standard Operating Procedures (SOPs)
  • Work with 3rd Party suppliers to resolve Incidents and Service Requests
  • Play an active role in contributing to and maintain a knowledge base of technical documentation used by the Service Desk teams
  • Maintain and enhance the procedures, training documentation, knowledge base and other supporting documentation to ensure that the Service Desk is as self-sufficient as possible
  • Completion of Service Requests
  • Adhere to processes & policies (e.g. ITIL): SOPs, Incident Management, Problem Management, Service Level Management, Service Request Fulfilment
  • Occasional travel to customer sites

Key Skills required:
  • Proactive individual able to work in a fast-paced and constantly changing environment
  • Excellent and demonstrable interpersonal and communication skills, both verbally and written
  • Customer focussed attitude with positive approach. Treats all customers with respect and courtesy
  • Experience of Team Management
  • Excellent telephone manner, listening and empathy skills. The ability to tailor personal approach to deal with customers with different levels of understanding.
  • Problem solving and diagnostic skills
  • Team player; works with and supports the rest of the team. Shares ideas and innovations
  • Flexible and adaptable to change
  • Good knowledge of service management toolsets and best practice e.g.: Service Now, SCCM, Nagios or similar
  • Proven experience & understanding of IT infrastructure, desktop and business application environments
  • Span of technical knowledge to encompass MS Windows, Networking, Citrix, Unix, Telephony, End user computing & productivity applications such as MS Office
  • Adherence to IT policies and processes (e.g. SOPs) to ensure consistent quality of service
  • Proven track record of least 1– 2 years in a senior service desk/lead role
  • Awareness of ITIL v3, ideally with Foundation certification
  • Experience of Service-Now 

If you are interested in the role please apply to this advert or contact James McAbendroth @ C4S Search
C4S Search connect future Deep tech talent with leading entrepreneurial businesses and are always keen to hear from people with similar ambitions.