Job Title: Service Desk Team Leader Location: Reporting to: Service Desk Manager
To manage a team of engineers to deliver high-performing service through meeting and exceeding client service commitments and expectations.
Support the Service Desk Manager in implementing career pathways for all engineers encouraging personal development.
Manages the performance of technical engineers through objective setting, regular 1-2-1’s, encouraging and supporting personal development
Call quality and ticket closure checks to ensure company standards are being met and to ensure tickets are set correctly for billable/non billable works.
Develop training plans for engineers incorporating new and existing customer requirements and our product roadmap
Conduct regular service quality checks ensuring the team and individual engineers achieve service and process standards
Act as part of an out-of-hours management escalation process when required
Ensure the company’s Information Security Management System (ISMS) and all relevant policies are adhered to at all times
Manage the 2nd and 3rd line schedule and shift planner where dispatch is unavailable
Demonstratable service management experience
~ITIL certified
Major incident management experience
Current and valid driving licence
Hybrid working options for a better work-life balance
~25 days annual leave plus bank holidays
~ Ongoing learning and development opportunities
~ Cycle to work scheme and technology vouchers
~ Enhanced family leave
~ Celebration day - an additional day off each year to celebrate an occasion important to you
~ Salary sacrifice pension
~2 paid volunteer days - We believe in the power of giving back to our communities and want to actively support employees efforts to make a positive impact
~ Company social events and competitions
~ Discount and Cashback Scheme
~ Life Insurance
~ EAP and Virtual GP Service