Description

Service Desk Team Leader

Location: Whiteley, Hampshire

Looking for an opportunity to make an impact?..

The Role:

Reporting into the Head of Customer Enablement, where you will be responsible for the general day to day supervision of the existing Service Desk Team and the achievement of excellent service delivery and productivity. You will need to demonstrate the Leidos values; Integrity, Innovation, Agility, Collaboration and Commitment in line with the Head of Customer Enablement, to promote these within the team.

You will be a key point of contact for initial escalation for all Service Desk Team members for Technical and non-technical queries. Work proactively to ensure smooth team operations and effective collaboration with other internal/external IT Teams and 3rd Parties.

Key Responsibilities:

• Main point of contact for Service Desk Services, including:

  • Ticket escalation
  • Support of Major Incidents (MI)
  • Customer support
  • Liaison with internal and external teams
  • Problem Management
  • Adherence to SLOs for first time fix and inbound communications
  • Quality assurance
  • Ensuring Analysts availability at all times, including rota management
  • Support where necessary of all Service Desk related Projects
  • Ad-Hoc assignments, such as carrying out tasks related to reporting and site visits

• Team Leading responsibilities including:

  • Deputise for Head of Customer Enablement
  • Mentoring Service Desk Analysts – Apprentices / Level 1’s / Level 2’s
  • Assist in creating new or updating existing documentation within our knowledge base
  • Support career growth within the Service Desk by identifying training requirements
  • Adherence to Health & Safety standards raising any issues to the Head of Customer Enablement
  • Assist with Continuous Improvement Programme (CIP) for the Service Desk 
  • Work with the Head of Customer Enablement to define Service Desk strategy in line with customer / business requirements
  • Attendance at meetings when required
  • Support the Head of Customer Enablement with the recruitment process
  • Manage the new starter and induction processes and ensure all staff receive the correct training
  • Ensure updated mandatory training requirements are met
  • Comply with the Company Appraisal process
  • Develop relationships with key stakeholders

• This list of responsibilities is not exhaustive and the post holder may be required to undertake other relevant and appropriate duties as reasonably required.

Required Skills:

Soft Skills:

• Strong Customer service awareness
• Strong personnel management
• Analytical approach with close attention to detail
• Process governance
• Good verbal and written communication skills
• Confident and self-motivated with a positive can do attitude
• Ability to prioritise individual & team workload to meet your team objectives & goals
• Team Leadership
• Able to use own initiative to troubleshoot and find solutions to technical issues
• Good understanding of ITIL principles
• Following the Leidos values; Integrity, Innovation, Agility, Collaboration and Commitment

Technical skills:

• Good level of knowledge Microsoft office applications (Outlook, Excel, Word)
• Good understanding of network infrastructure and system components
• Good knowledge of hardware components
• Good working knowledge of Windows Operating Systems / Server
• Good working knowledge of Network Infrastructure and System Components

Desired Skills:

• ITIL Foundation Certification
• SDI Certification or relatable certification / experience

Clearance Requirements:

• Clearance to Start BPSS
• Clearance for Role SC
   

Intrigued? We’d love to hear from you...

What we do for you:
At Leidos we are PASSIONATE about customer success, UNITED as a team and INSPIRED to make a difference. We offer meaningful and engaging careers, a collaborative culture, and support for your career goals, all while nurturing a healthy work-life balance.
We provide an employment package that attracts, develops and retains only the best in talent. Our reward scheme includes:
•    Contributory Pension Scheme
•    Private Medical Insurance
•    33 days Annual Leave (including public and privilege holidays)
•    Access to Flexible benefits (including life assurance, health schemes, gym memberships, annual buy and sell holidays and a cycle to work scheme)

•    Dynamic Working 

Commitment to Diversity:

We welcome applications from every part of the community and are committed to a truly diverse and inclusive culture.  We foster a sense of belonging, welcoming all perspectives and contributions, and providing equal access to opportunities and resources for everyone.  If you have a disability or need any reasonable adjustments during the application and selection stages please let us know, and we will respond in a way that best fits your needs.

Who We Are:

Leidos UK & EUROPE – we work to make the world safer, healthier, and more efficient through technology, engineering and science.

Leidos is agrowing company delivering innovative technology and solutions focused on safeguarding critical capabilities and transformation in frontline services, our work in the United Kingdom includes addressing some of the most complex problems in defence, healthcare, government, safety and security, and transportation.

What Makes Us Different:

Purpose: you can use your passion and abilities at Leidos to keep the people you care about safe. We are at the forefront of machine learning, AI, cyber security and solutions. Using your skills in the technology frontline by helping to build a safer world.  You can inspire change.

Collaboration: having flexibility to do your job is one of our core benefits, enabling you to become part of our extraordinary team.  We have been empowering our people to work flexibly for years.  Whether you work from home, the office or on customer sites, we will give you the digital tools and the flexibility to work smarter and align your needs and ours.          

People: Leidos empowers people from every background to be themselves and gives you the tools to learn new skills by enabling growthwhilst developing. We believe that extraordinary people need opportunities to grow, to be inspired and to inspire others. At Leidos, we invest in technical academies, career rotations and a career development plans that enhance your future.

Original Posting Date:

While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

About Leidos

Leidos is a Fortune 500® innovation company rapidly addressing the world’s most vexing challenges in national security and health. The company's global workforce of 47,000 collaborates to create smarter technology solutions for customers in heavily regulated industries. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $15.4 billion for the fiscal year ended December 29, 2023.  For more information, visit www.Leidos.com.

Pay and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.

Securing Your Data

Beware of fake employment opportunities using Leidos’ name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system – never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at [email protected].

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.

Commitment to Diversity

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.