Service Desk Lead
Salary 30-40k
You will be based at our Stevenage office in Hertfordshire; however, you will be required to work at our customer sites within and around London at least twice a week. You will be responsible for a small team of technical services analysts and on-site desktop engineers but also be hands-on yourself. You will be managing and coordinating the service desk, ensuring engineers working across multiple sites operate as one team.
We are looking for an enthusiastic and proactive team leader to drive continuous improvement and further develop the team, ensuring our customers receive excellent service.
You will be responsible for ensuring all incidents and requests are managed through to resolution and that the service desk is meeting customer SLA and expectations.
The role would suit a Service Desk/Support Manager with a strong technical background or a Service Desk/Support Engineer looking to step into a line management role.
Primary Responsibilities
- Act as the point of escalation for customers, owning and driving resolution for incidents and requests.
- Actively work to ensure all incidents and requests are being progressed within the team, with accurate and timely updates.
- Ensure the service desk is meeting customer SLAs and providing excellent service.
- Own the escalation of incidents and expedite issues to relevant support teams.
- Drive continuous service improvement by actively reviewing incident trends, service desk processes, and customer feedback as well as encouraging feedback within the team.
- Ensure the team has appropriate training and implement personal development plans.
- Be a positive role model within the team and mentor staff to aid in their development.
- Routinely monitor calls and review customer interactions to ensure the service desk is providing excellent service.
- Ensure all service desk processes are being followed and actively look to identify processes that can be improved, or where new processes need to be created.
- Ensure documentation is proactively managed and encourage the creation of knowledge base articles within the team.
- Manage the service desk rota, including holidays and leave, ensuring resource is available with the co-ordination of the team across multiple locations.
- Build strong working relationships with other teams in the company as well as with customers.
- Conduct regular one-to-ones and annual reviews with the service desk team, focusing on areas of improvement and identifying training needs where necessary.
- Create and present customer service reports.
- Facilitate weekly service desk meetings focusing on performance and quality of service.
Essential Skills & Experience
- Previous experience working within a Service Desk or IT Support Technician position.
- Experience managing/leading a Service Desk or IT Support team.
- Customer service focused, with a proactive approach.
- Excellent written and verbal communication skills.
- Excellent team management.
- Self-motivated and organised.
- Understanding and experience working in an ITIL role.
- Come from a technical background.
- Passionate about IT and providing excellent customer service.
- Strong focus on Continual Service Improvement and the ability to innovate with other areas of the business to improve the service provided to customers.
- Able to play an active role within a team, remaining flexible to support others in busy periods. Working together to maintain the team’s knowledge and standards.
- Experience with SaaS-based ticketing systems.
- Ability to communicate technically to non-technical audiences.
- Good working experience with Microsoft Operating Systems and Microsoft 365.
- Strong technical aptitude with good troubleshooting skills.
If you would like to apply for this role, please email your CV to apply@ogelit.com
