Service Desk Team Leader

Department: Service Desk NFP

Location: Wanstor London

Description

Summary

Excellent career opportunity to develop your IT career into a management role.

The Service Desk Team Leader role is responsible for managing the operation of the Service Desk. This role is crucial to ensuring customer requirements are met regarding the communication about, prioritisation, escalation, and resolution of incidents and requests.

The Service Desk Team leader provides leadership and mentoring to the Service Desk team and will drive a culture of continual process improvement within the Service Desk and the wider IT Team.

Responsibilities

Key Responsibilities

• People Management
• Customer escalations
• Engineer escalations
  
  

Responsibilities

• Day-to-day management of the Service Desk function for a subset of customers
• Drive the meeting of customer SLAs and an exceptional customer service
• Ensure tickets are logged accurately and call queues are managed efficiently
• Discover and diagnose customer issues effectively
• Undertake a weekly review of team call queues
• Lead and attend weekly Service Desk meetings to highlight performance, introduce staff to new clients/services, or other BAU activities
• Performance manage 1st and 2nd line support technicians including staff appraisals, objective setting and 1:1 reviews
• Ensure all staff have appropriate training and implement personal development plans to meet future requirements
• Manage the Service Desk rota alongside fellow SDMs and Team Leaders for early, late and weekend shifts
• Drive the continuous improvement of service through Incident Management, Change Management, Problem Management, Information Security, and Knowledge-base practices
• Own the escalation of incidents (P1s & P2s) whilst expediting issues to the relevant teams
• Personally follow up on major issues, and ensure an appropriate communication plan is in place. Depending on the nature of the incident this includes but isn't limited to:
• Customers
• Account Managers
• Primary Engineers
• Senior Wanstor Management
  

KPIs

• A reduction in the number of interactions per ticket (Customer & Technician)
• Increase Knowledge base participation across all teams
• SLA Improvement: Reduce the average ticket turnaround time by increasing both Resolution and Response SLAs
  
  

About You

Required Skills and Experience

• IT support experience at a 2nd line level
• Knowledge of ITIL, incident, problem, and change management.
• Experience taking responsibility and ownership of stakeholders and projects
  
  

Key Competencies

• A desire to provide excellent, proactive, customer service
• Well organised, able to multitask and work autonomously
• Positive, ability to energise and motivate the team.
• Creative problem solver
• Confident, proactive communicator, able to navigate difficult conversations
• Exceptional written and verbal communication
• Professional, leads by example
• Calm under pressure
  
  

Our Benefits

Wanstor is a sociable organisation and want to make sure everyone feels part of the team. Below are some of the perks we offer you:

• 24 days annual leave, rising by 1 day each year to a maximum of 28 days + Bank Holidays
• We have regular lunch and learns from staff and external speakers
• We offer everyone 5 days a year to learn something new
• We provide 2 days to volunteer
• We are a friendly team and have several team events throughout the year organised by our social team
• We have a lovely office based in Borough, hosting a great coffee machine and a rooftop terrace
• Vitality health, to make sure you are at your best