Global Technology Solutions

Job Details

Global Service Desk Team Leader

Salary: up to £28k Plus shift allow £1920

Start Date: Tue, 16th Apr 2019

Job Category:

Position Type:

Location: , Berkshire

Vacancy Added On: Wed, 10th Apr 2019

Job Ref No: js 4094

Detailed Job Specification:

Global Service Desk Team Leader 

An exciting opportunity has arisen for a Global Service Desk Team Leader to join well established blue chip organisation at their prestigious offices in Reading. 


What does the role of Global Service Desk Team Leader involve? 

The purpose of the Global Service Desk Team Leader role is to provide resource and capability management of all direct reports and workload within your team ensuring an excellent service is delivered by your team. 

This includes direct supervision of Service Desk Team and management of all customer contact (Phone, Email, Webchat) to achieve Service Level targets. 

Management of all customer Incidents and Requests ensuring all calls are resolved within agreed timescales and escalating where necessary. 

Manage overall performance, productivity, utilisation and workloads for a Service Desk Team, ensuring that all contractual service levels are achieved, and high levels of customer satisfaction are maintained. 

Monitor team performance to ensure that the team are following agreed processes for ticket management: opening, updating, passing, resolving and closing tickets, and identify and address through training any knowledge/skills gaps. 

Manage the day-to-day resource plan / planned shift roster to ensure that enough resources are available daily and balance tasks and duties across the team to achieve the most effective customer experience within SLAs. 

Carry out monthly 121s with all team members, addressing areas for improvement and recognising good performance. 

Act as a role model and coach to support, and direct team members to continually challenge themselves to achieve greater levels of performance and customer service and manage the annual performance process for all team members against individual objectives, lessons learnt, customer feedback, internally and externally and 121s. 

Assist the Global Service Desk Manager with the implementation of team Objectives and KPIs to drive performance, improving the customer experience and customer satisfaction levels. 

Assist the Global Service Desk Manager in the implementation and delivery of new business or services, ensuring a smooth transition to the desk and swift progress to “steady state”. 

Pro-actively ensure that any tickets that are “in jeopardy” of breaching contractual obligations are managed alongside customer expectations 

 Act as the first point of internal escalation 
 Ensure all annual leave, sickness absence, training, overtime and expenses are 
correctly logged 





As a Service Desk Team Leader you will have 

 Minimum 3 years’ Managed Service Desk experience required for role holder to perform 
fully and effectively in the job 
 ITIL Foundation required 
 Knowledge and understanding of call management systems is desirable, preferably 
MITEL and ServiceNow 
 Minimum 12 months’ people management experience in a fast-paced 24/7/365 operation 
 Results focused with ability to design and implement measures, analyse, drive and 
maintain performance against those measures 
 Dynamic and charismatic leader that is inspirational with natural leadership skills; 
leads by example 
 Excellent spoken and written communication skills 
 Excellent troubleshooting skills 

Working hours: 
Monday – Friday – Days & Nights – Days – 0900-1730, Nights – 2130-0600. Rotating basis. 

So if you are a Service Desk Team Leader looking for your next exciting opportunity please apply now! 


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