24x7 Service Desk Shift Lead - Hybrid

We’re a technology business with big ambitions and a friendly northern culture. A managed service provider with a passion for delivering business improvements to customers that makes them feel at ease. From cloud-based connectivity to cyber security that creates modern workplaces. We’re trusted by thousands to deliver IT solutions that make life simple and productive. We don’t just focus on our customers; we also spend time investing in our colleagues and aim to be as people centric as possible. We do this by fostering an inclusive and supportive culture where our colleagues feel valued and appreciated. In fact, in our most recent Colleague Engagement Survey, 90% agreed that their manager genuinely cares about them as a person and consistently takes an honest and open approach to communication.

**Important**

Full SC Clearance is required for this role. Candidates must have current clearance or 5 years of UK residential history to process.

What’s on offer?

• Location: Birstall (WF17) or Horsham (RH12)
• Salary: Competitive
• Contract Type: Permanent, Full Time
• Hours: 07:00 – 19:00 Mon – Sun
• Scheduled: 4 days on, 4 days off

What does a day look like for you here?

As a dynamic leader, you will spearhead and inspire your team to achieve and surpass objectives, KPIs, and SLAs. Focused on continual service improvement, you will drive the integration of Quality Management and CSAT initiatives. Vigilant in identifying operational risks, you will meticulously document them in the Service Desk risk register. Collaboration with wider operational and account teams will ensure the implementation of supportable solutions aligned with contractual obligations. Through effective management techniques such as 1:1s, quality chats, and team meetings, you will guide and oversee direct reports and teams. Your commitment will extend to the creation and maintenance of comprehensive documentation, processes, and procedures supporting efficient working practices. You will manage escalations for both direct reports and CSAT output, representing the Service Desk in internal and external meetings crucial for organisational success. Your role will include strategic management reporting, resource modelling, coaching, and mentoring team members.

So, what are we looking for?

Back to that ambition of ours. We want to be the UK’s go-to managed service provider. That’s where you come in. You’ll join a workforce of over 1,000, all with incredible skills. Specifically, we look for the following from a Service Desk Shift Lead:

• Service Desk: Proven experience in Service Desk operations.
• Effective Leadership: Strong leadership skills with the ability to influence and self-develop.
• Coaching and Development: Demonstrated ability in coaching and developing team members.
• Technical Proficiency: In-depth knowledge of products and services supported by the desk.
• ITSM Tools: Experience with ITSM tools, including Service Now.
• ITIL Foundation Certification: Hold a certification in ITIL (Information Technology Infrastructure Library) Foundation.

Did we mention the perks?

Are you ready to hear about our exciting perks?

Picture this: kick off with a generous holiday allowance starting at 25 days, and watch it grow up to 30 days as a thank-you for every year you are with us. And because we believe birthdays and weddings deserve an extra special treatment, enjoy an extra day of annual leave to celebrate.

But that's not all – let your skills develop with Daisy Grow and Apprenticeships, offering a chance to level up.

And because we're all about your well-being, dive into our Health & Wellbeing offerings. Picture discounted health plans, an Eye Care Scheme, an Employee Assistance Programme, and a team of in-house Wellbeing enthusiasts.

We're not just here for you; we've got your nearest and dearest covered too with enhanced family-friendly policies.

Wait, there's more! Enter The Exchange – an online discount wonderland featuring over 1,200 retailers. Because who doesn't love a good deal, right?

If this sounds like the role for you and you are ready for the challenge? Apply today or contact our friendly Talent Acquisition Team for more information.