Service Desk Team Leader

Service Desk Team Leader  

Essex, Southend on Sea (Hybrid Working plus occasional travel) 

Salary up to £45,000 plus benefits  

Permanent, Full Time (Monday - Friday) 

35 hours per week  

Daily hours of attendance are variable, subject to a team rota and will consist of 7 hours per day either between 08:00 – 16:00 or 09:30 – 17:30, with one hour for lunch. 

Estuary Housing Association is currently seeking an experienced, hands-on, Service Desk Team Leader to play a pivotal role in leading and developing our Service Desk.  

This key role is the initial point of contact for our staff encountering IT issues or seeking service requests. As Team Leader you will provide day-to-day supervision of the team, ensuring a consistently high quality of service delivery. 

Your main responsibilities will include:  

Assisting the department in reviewing and updating Service Desk IT governance policies, processes and procedures. 

Managing, motivating, and developing the Service Desk team for effective IT support aligned with the business plan and satisfying key stakeholders. 

Fostering a customer-focused service culture within the Service Desk team. 

Setting and meeting internal service targets, including first-time fix rate, SLAs/OLAs, and customer satisfaction scores. 

Analysing trends in Service Desk data and making recommendations for service improvement. 

Leading the development and mapping of Service Desk requests. 

To be successful in this role you must have:  

Full IT literacy with excellent knowledge of all common Microsoft packages, including Microsoft 365. 

A broad understanding of current SaaS technologies. 

IT Service Desk management solutions. 

Service Management best practice frameworks (such as ITIL) with a good understanding of Incident, Problem and Change Management. 

A-levels or equivalent experience at an appropriate level. 

A relevant IT qualification or equivalent through demonstrable experience. 

Educated to degree level in a relevant discipline is desirable. 

ITIL Foundation Accreditation would be beneficial. 

Previous proven experience working in the role of either a Service Desk Team Leader or Service Desk Supervisor is essential. 

Full UK driving licence and use of vehicle are required. 

If you think you have the skills and experience to make a big difference and impact in how Estuary takes services forward, we would love to hear from you! 

Please apply as soon as possible as you may be contacted sooner for an interview so if you have the attitude and skills needed to excel in this role, apply today!      

Due to the nature of the role, you will be required to work from the office when required for business needs, therefore must live at a commutable distance (office working will also include face to face meetings).  

Rewards & Benefits  

We offer a range of benefits including blended working, benchmarked pay, an excellent pension scheme, healthcare cash plan, cycle scheme and season ticket loans. Further to this you can expect generous holiday and paid leave allowances, a tailored induction programme and fantastic ongoing training and development opportunities. So, do you think this is for you? Are you ready for the challenge? Well, if you are, we would love you to apply. 

Values-based recruitment   

Estuary has a value-based recruitment policy which means our selection process is aligned with our core values of Respect, ‘One Estuary’, Accountable and Responsible when recruiting, we find the right person with the right values and expected behaviours for the job, who will strive to provide excellent services to the people we support.  This supplements our requirements for essential and desirable skills, knowledge and abilities for each role.   

Safeguarding & Recruitment          

Estuary is committed to safeguarding and practices safer recruitment standards and expects all staff to share the commitment to safeguarding children and people with care and support needs. The successful applicants will be required to provide proof of eligibility to work in the UK.   

Diversity & Inclusion   

At Estuary Housing Association we are committed to embedding diversity and inclusion at the heart of our work and everything we do. We aim to be an inclusive organisation, where individual differences are respected, where staff, people who use services, as well as their families and carers, are treated with dignity and on the basis of their merits, abilities and needs, and where everyone has a fair opportunity to fulfil their potential without suffering discrimination or disadvantage.   

Closing date: Thursday 15th February 2024  

Interview date: 19th / 20th February 2024