Role Purpose
The IT Service Desk is the central point of contact for IT queries from all colleagues across Iglu. The Service Desk sets the standard of behaviour for customer engagement across IT, supporting and delivering services that meet customer needs and inform IT Services objectives.
The Service Desk Team Leader is a key role overseeing the effectiveness of Service Desk knowledge and skills, ensuring that consistency and quality is maintained and that service targets are met.
Reporting directly into the IT Service Delivery Manager, this role will manage the day to day operations of the IT Service desk, ensuring that all relevant tickets and processes are managed to a high standard and within the Service Level Agreements. This role will assist the team to manage workloads in an effective manner as well as bringing ideas and improvement opportunities to the table.
This role is ideal for someone with a good level of experience and a strong enthusiasm for IT and technology, as well as a strong background in people management.
This role requires the ability to develop effective working relationships with colleagues within and beyond IT Services, in order to ensure that a consistent, high quality service is delivered by the Service Desk. This role requires excellent communication and customer service skills as well as a broad range of IT knowledge.
You will be expected to work on the incidents and requests alongside the other team members when required; however, other responsibilities such as motivating the team, providing an escalation point for both technical and process related issues, and the overall smooth running of the service desk operations will be required.
Key Responsibilities:
1. Escalation point of issues identified by other IT Service Desk colleagues.
2. Managing incidents and requests when demand requires.
3. Managing team workloads, ensuring resources are best utilised in order to hit targets.
4. Conducting performance reviews and providing regular feedback.
5. Ensure adequate staffing levels to meet service demands.
6. Active Directory administration.
7. Working to ITIL methodologies.
8. Supporting the business after working hours and on an on-call rota basis, to cover weekends/bank holidays (paid).
9. Communicating effectively with staff and other departments.
10. Producing documentation, knowledge articles and user guides.
11. Supporting and maintaining laptops, desktops, printers across all sites and remote locations.
12. Providing remote support to our homeworker base.
13. Providing project support where required.
14. Reviewing active Incidents/Requests in both Service Desk and other support teams, ensuring SLA targets are adhered to.
15. Maintaining stock count across both Portsmouth & Wimbledon stock rooms and ordering kit where required, ensuring that stock is available for demand.
16. Laptop asset management, including device lifecycle management.
17. Assisting with budget management.
18. Continuously reviewing and improving Service Desk processes.
19. Implementing Service Desk best practices and industry standards.
20. Working closely with the Service Delivery Manager to implement service improvements.
Essential Skills and Experience:
1. A minimum of 3 years experience in a similar role.
2. Experience of supervising staff, including coaching and mentoring.
3. Ability to lead and motivate a team, delegate effectively, and make sound decisions.
4. Firm grasp of core windows technologies, including Active Directory.
5. VPN support experience, with the ability to triage and resolve common issues.
6. An excellent understanding of laptop and desktop support, including building/imaging.
7. Experience in both face to face and remote support.
8. Ability to introduce new processes to improve service levels, as well as experience in writing procedural and/or support documentation.
9. Experience with ServiceNow or a similar Service Management Toolset.
Desirable Skills and Experience:
1. ITIL Foundation Qualification, or experience of working in an ITIL aligned support environment.
2. Google workspace administration.
3. Experience using ServiceNow, and ideally elements of administering the product.
Personal Attributes:
1. Desire to help mentor and coach other members of your team.
2. Takes pride in taking on difficult situations and resolving them.
3. Willingness to acquire knowledge fast and learn on the job, with a supportive team.
4. Excellent organisational skills with the ability to multitask.
5. Ability to manage own time effectively, whilst contributing to the teams’ goals and objectives.
6. Strong verbal and written communication skills and the capability to deal articulately with other staff and external suppliers.
7. Customer-oriented, with a focus on providing a better quality of support services to the business.
8. A team player with a flexible attitude and willingness to help, collaborating with others to achieve a goal.
9. The ability to translate technical language to a non-technical audience.
10. Ability to think around issues and look at the wider picture in order to provide solutions through a variety of problem-solving techniques.
Role Key Performance Indicators:
1. Ensure Incidents and Requests Meet predefined SLA’s.
2. Ensure both you and the team meet predefined KPIs, including first time fix rates and call quality targets.
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