Service Desk Team Leader

Job Description
Jackson Hogg are delighted to be working with a company based in Newcastle on their search for a Service Desk Team Leader.
This is a permanent role operating on a hybrid basis.

The Team

The Service Desk operates within the EMEA Service Delivery Team, serving as the primary contact point for both our London and International Offices. Our team's core objective is to provide top-tier IT support to the business.

The Role

Under the supervision of the Service Desk Manager, this position demands a proactive, well-organised, and self-motivated individual. Strong written and verbal communication skills are essential as the role involves interacting with business personnel and internal IT stakeholders across all levels. Technical proficiency is also required, as the role involves actively contributing to issue resolution while fulfilling leadership responsibilities.

Key Responsibilities:

The role encompasses, but is not limited to, the following:
Team Management:

• Managing team schedules to ensure adequate coverage during prescribed times.
• Sharing responsibilities with the Service Desk Team Leader (Desktop Support and User Admin) in the absence of the Service Desk Manager.
• Contributing to the implementation and adherence to ITIL processes and best practices within the Service Desk.
• Assisting in monitoring and reporting on KPIs and SLAs for the team. Leading the First Line Team:
• Ensuring accurate identification and reporting of trend analysis and potential problem areas by the team.
• Conducting regular one-to-one sessions with team members to discuss performance, training needs, and review yearly objectives.
• Ensuring sufficient coverage on the first line desk daily.
• Monitoring ServiceNow call queues to ensure timely ticket resolution within SLA and to the required standards.
  Escalation Point:
• Serving as the initial escalation point for customer escalations.
• Participating in the internal Service Desk escalation team as a technical point of contact for analysts and apprentices. Process Management:
• Identifying service improvement initiatives and ensuring documentation, reporting, and adherence within the Service Desk.
• Assisting the Service Desk Manager in creating, maintaining, and distributing all Service Desk Processes. Quality Management:
• Identifying ticket quality issues through monthly reviews, generating reports on team members' performance, and ensuring prompt resolution of any issues.
• Ensuring monthly reporting on Quality Management is available to relevant managers. Major Incident Management:
• Collaborating with the Service Desk Manager to oversee the Major Incident process during office hours, ensuring compliance with all aspects of the process.
• Keeping the Service Desk informed about ongoing Major Incidents and potential workarounds.

Key Skills and Experience

• Demonstrated experience in team supervision, workload prioritization, and resource management.
• Measurable experience in ITIL service management disciplines such as Incident, Major Incident, and Request Fulfilment, with some exposure to Problem and Change disciplines.
• Ability to manage personal and team workloads effectively, including roster management.
• Proven ability to measure and monitor team operational performance through agreed KPIs and provide management reports.
• Significant experience in customer service management, particularly with high-profile and VIP customers in demanding environments.
• Ability to prioritize personal and team workloads to meet changing business requirements.
• Proficiency in supporting various technologies including Microsoft Windows 10 and Windows 11, Microsoft Office 365 or above, iPhone devices, printing solutions, Active Directory, email management systems, document management systems, encryption software, and related tools. Experience with NexThink is preferred.

For more information, please appy!

Our client is unable to offer sponsorship at this time.