Vacancy NameService Desk Team Leader Vacancy NoVN534 Employment TypeFull-Time LocationHarrogate Type of VacancyPermanent Job Description Role Details Job Title Service Desk Team Leader Division Operations – Customer Service Job Location Harrogate Reports To Customer Services Manager Role Our service and support teams provide an effective yet complex blend of both customer and technical support for a range of managed IT service products including Data Management, Network (Internet Access, VPN, HSCN), Hosted IP Telephony, Unified Comms, Data Centre Hosting, Virtualisation Services amongst others. Delivering a customer experience that successfully sets Redcentric apart from our competitors and drives brand loyalty is our collective goal and to make this happen we need to create an environment that inspires colleagues to deliver their very best. Alongside the Customer Services Manager it is your responsibility to make this happen, which is what makes this such a rewarding role. It is all about getting the right people, about making sure they enjoy their work and about providing them with the skills they need to excel in their role. You will need to train them, inspire them, motivate them, and support them. As Service Desk Team Leader, your role will include management of a primary UK Service Desk including a close working relationship with End User and offshore teams. Key Responsibilities And Tasks Key responsibilities in this role will include but are not restricted to the following: Performance Management, Skill Development & Coaching – management of day to day team performance identifying and delivering individual development requirements; pre-planning training based on identified ‘weak’ areas and future products and services Relationship Management – establish and maintain strong and effective relationships with our external and internal customers and colleagues to maximise communication and promote customer service excellence. Attending customer and supplier meetings Service Level Management – prioritise and manage daily workstack; proactively managing and distributing tasks to achieve published SLA’s and agreed targets Process and Documentation – Production/coordination of new processes and supporting documentation/workflows which will improve team performance and the customer experience Ensuring all Service Desk team rota duties are staffed appropriately and worked in-line with business targets. Efficient and rapid communication of Major Incidents to affected customers Assist as part of the escalation ownership as defined in the Customer Service Plan Promoting ITIL based working practices and ensuring ITIL qualification is obtained by all members of Service Desk. Hold responsibility for ensuring that all members of the team have a thorough understanding of supported systems and associated troubleshooting/problem resolution skills, in order that the team can function effectively in the absence of any team members Collate feedback from team members and put forward and implement system/process improvements Keeping abreast of all product developments and issues which could affect the performance and effectiveness of the team Assisting with direct customer telephone support when required Customer liaison and proactive account management in order to project a professional image of the support organisation Close liaison with 3rd party service providers and other internal Redcentric customers; supplier management Adherence to Redcentric’s ISO accreditation standards. Compliance with Redcentric’s policies and procedures. Handling and protection of Redcentric’s information. Reporting of security events. Implementing appropriate policies and procedures. PCI Compliance. Enforcing and educating teams when standards are not being met. Educating relevant support teams where improvements are identified. Training of new starters and refresher training on VIP customers and processes Key Skills & Competencies Skills The below lists several advantageous skills and experience, which are not necessary, but would benefit you within a role on our Service Desk team: Strong interpersonal and communication ability both from a written and verbal perspective; tactful, diplomatic and sympathetic when dealing with customer issues The ability to listen to and understand customer’s requirements Capability of conducting effective telephone communications and diffuse pressured, difficult or stressful situations when necessary Highly customer centric with a passion for providing excellence in customer service An intelligent self-starter with the ability to work on his/her own initiative Friendly and cheery with an ability to convey a smile over the telephone Confident and with the ability to interact with other members of the team as well as senior management Logical mindset and ability to extract relevant information from any conversation A willingness to learn and not be afraid to get involved in unfamiliar areas of technology Excellent attention to detail in addition to good time management and organisation skills ITIL 4 Foundation or above qualification Must be flexible and work as part of a team Strong self-motivation and the ability to motivate others Ability to question existing processes and identify new ones. Ability to train and enforce standards and processes throughout the department. An eye for detail preventing any tickets from breaching SLA’s and the tenacity to ensure others adhere to processes. Good level of knowledge around current technology, customers and processes within Operations. Excellent written and communication skills. Strong analytical skills. Excellent time management/organisation skills and able to work well in critical or high-pressure situations. Possible Progression Paths Customer Services Manager Service Delivery Manager Account Manager Other Redcentric internal departments. Hours of Work The Company’s hours of work are from 9.00am - 5.30pm, Monday to Thursday and 9.00am until 3.30pm on Friday with one hour for lunch. However, the Service Desk covers the hours between 8.00am – 5.30pm on rota, with one hour for lunch. The shifts are currently Monday – Thursday, 8.00am – 4.30pm or 9.00am – 5.30pm and Friday, 8.00am – 2.30pm, 9.00am – 3.30pm, based upon business needs.