Global Service Desk Team Leader
Salary: up to £28k Plus shift allow £1920
Start Date: Tue, 16th Apr 2019
Location: , Berkshire
Vacancy Added On: Wed, 10th Apr 2019
Job Ref No: js 4094
Detailed Job Specification:
Global Service Desk Team Leader
An exciting opportunity has arisen for a Global Service Desk Team Leader to join well established blue chip organisation at their prestigious offices in Reading.
What does the role of Global Service Desk Team Leader involve?
The purpose of the Global Service Desk Team Leader role is to provide resource and capability management of all direct reports and workload within your team ensuring an excellent service is delivered by your team.
This includes direct supervision of Service Desk Team and management of all customer contact (Phone, Email, Webchat) to achieve Service Level targets.
Management of all customer Incidents and Requests ensuring all calls are resolved within agreed timescales and escalating where necessary.
Manage overall performance, productivity, utilisation and workloads for a Service Desk Team, ensuring that all contractual service levels are achieved, and high levels of customer satisfaction are maintained.
Monitor team performance to ensure that the team are following agreed processes for ticket management: opening, updating, passing, resolving and closing tickets, and identify and address through training any knowledge/skills gaps.
Manage the day-to-day resource plan / planned shift roster to ensure that enough resources are available daily and balance tasks and duties across the team to achieve the most effective customer experience within SLAs.
Carry out monthly 121s with all team members, addressing areas for improvement and recognising good performance.
Act as a role model and coach to support, and direct team members to continually challenge themselves to achieve greater levels of performance and customer service and manage the annual performance process for all team members against individual objectives, lessons learnt, customer feedback, internally and externally and 121s.
Assist the Global Service Desk Manager with the implementation of team Objectives and KPIs to drive performance, improving the customer experience and customer satisfaction levels.
Assist the Global Service Desk Manager in the implementation and delivery of new business or services, ensuring a smooth transition to the desk and swift progress to “steady state”.
Pro-actively ensure that any tickets that are “in jeopardy” of breaching contractual obligations are managed alongside customer expectations
Act as the first point of internal escalation
Ensure all annual leave, sickness absence, training, overtime and expenses are
As a Service Desk Team Leader you will have
Minimum 3 years’ Managed Service Desk experience required for role holder to perform
fully and effectively in the job
ITIL Foundation required
Knowledge and understanding of call management systems is desirable, preferably
MITEL and ServiceNow
Minimum 12 months’ people management experience in a fast-paced 24/7/365 operation
Results focused with ability to design and implement measures, analyse, drive and
maintain performance against those measures
Dynamic and charismatic leader that is inspirational with natural leadership skills;
leads by example
Excellent spoken and written communication skills
Excellent troubleshooting skills
Monday – Friday – Days & Nights – Days – 0900-1730, Nights – 2130-0600. Rotating basis.
So if you are a Service Desk Team Leader looking for your next exciting opportunity please apply now!