Service Desk Team Leader

13 Oct 2016
28 Oct 2016
Contract Type
The Team and Role Working as part of the Customer Services Operations Department, you will be one of three Team Leaders. Each team leader reports into the Service Desk Manager, who in turn reports into the Head of Support Services. Each Team Leader will have a number of direct line reports delivering first and second line report support services to customers. The entire department is expected to be customer facing is is a customer facing role in terms of the regular calls expected with clients to achieve customer satisfaction both proactively to remain aligned to the customers’ business changes and reactively when there is a need for escalation. The department is governed by ITIL best practices and our customer base includes those with industry regulation requirements that we need to fulfil on their behalf as part of the managed service contracts. Each team leader is responsible for the management, development, inspiration and motivation of those analysts in their team to provide high quality customer support services in accordance with SLAs. The Requirements These are things you will do day to day: To provide optimal value to the customers and business by defining and managing the ITSM processes based on ITIL best practices, One Advanced policies and any regulatory compliance or governance required in delivering managed services. Collaborate with the other Team Leaders regarding improvement suggestions for the delivery of remote support service activities. This includes performance measurement against customer expectations, SLAs and development of service maturity. You will be a line manager of a team of analysts and possibly as we grow the department, other teams. Your aim is to create, implement and measure a set of standards and processes enabling an effective and collaborative customer service. Empower the analysts to take ownership of those processes or component parts as appropriate to engage them in the service maturity of their delivery. Monthly reporting is required to cover your strategic plans relating to: customer escalations (inc complaints, CSIP / Heal Desk plans), contractual concerns, customer transition activities, satisfaction scores (customer and staff), SLA & utilisation reporting, headcount Inc. absence / timekeeping / shift patterns & hours of service, IT systems efficiency and process / documentation improvements. This role is customer facing, as you will be required to represent the department at client meetings or conference calls to plan effective resource allocation. You will be responsible for defining the processes that allow each member of the team to have a training and career development plan. You will need to enforce compliance to those processes and audit the content to maintain a consistent and acceptable standard right across the team. Without these we cannot expect the individuals to be fully engaged in reaching their potential and our successful delivery of services to customers. You will ensure that there are at least two reviews annually of the individual training and career development plans as part of ensuring compliance with the My Evolution program and industry accreditation requirements. You will contribute to audits within One Advanced and any contracted external governance requirements from clients, prospective clients or suppliers. As part of the management team, you are expected to collaborate with others on defining processes and systems for service / customer onboarding, ticket reassignment, escalation, complaint resolution, feedback, training, promotion of staff, reducing expenses / overtime, shift patterns of service delivery, and other areas as required. Closely related services are those of Major Incident Management, Problem Management, Access Control, Desk Side Engineering Services, Event Management, Change Management, and Technical Support Escalation. Experience: Previous experience managing a small team of support staff Previous IT support experience, 1st or 2nd line, plus good understanding of Exchange and Actice Directory. Ability to manage, motivate and appraise team members ITIL ideally, although we can offer the training. We’re Advanced Join a business that embraces innovation, gives you the scope to seize every opportunity and will help get you where you want to go. Life at Advanced begins in an unprecedented environment with a role that matters, taking you on a fast paced journey of discovery, however big that might be. We’re one of the UK’s largest and fastest growing software companies. True partnership is the defining thing that makes us different from the competition. We pride ourselves on delivering focused software solutions for public sector, enterprise commercial and health & care organisations that simplify complex business challenges and deliver immediate value. Join the A Team Does this sound like the kind of role you are looking for? If you are keen to join an organisation that is going through an exciting growth period at the moment then please apply via the link above. Some of our Key Benefits are: Excellent benefits from day one: contributory pension, life insurance, income protection insurance, childcare voucher salary sacrifice, cycle to work scheme, and employee assistance programme 25 days holidays Special focus on training and development with the opportunity to excel your career from our internal Talent Development Team Be part of an organisation that has recently been ranked by Deloitte in the Top 50 fastest growing tech Companies If you want to more about our careers and life in general at Advanced please follow us on LinkedIn and visit This job was originally posted as

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