Service Desk Team Leader

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Job description

Job Title: Service Desk Team Leader

Position Type: Permanent / Full-Time

Hours of work: 37.5 Hours per week

Function: I.C.T

Reporting to: Service Delivery Manager

Location: Remote Working, with some travel required to the local office (West Bromwich)

Job Summary: The IT team is responsible for the architecture, Infrastructure and delivery of IT Services to the Lifeways Group. The team has a number of functions including Service Desk, Service Delivery, Application Support, Infrastructure and Networks who are responsible for ensuring all requests are dealt with in a timely and profession manner.

Reporting to the Service Delivery Manager this role is responsible for ensuring all requests and incidents received are dealt with in a timely and professional manner. Adhering to Incident, problem, request for service and change management processes. Using the Service Management toolset to achieve Service Level targets. As a Service Desk Team Leader you will ideally be ITIL v3 accredited, you will develop and manage the service desk team, responsible for coaching and mentoring as well as producing training plans for your team. As a Service Desk Team Leader you will be actively involved in change, incident and problem management and should have some experience in ITSM toolset. This ICT role is an integral link between our customers and our front line people delivering our ICT Service and you will be a Senior escalation contact for Incidents.

Key Responsibilities:
* Ensure all requests to the Service Desk are managed in a consistent and timely manner.
* Ensure Service Desk functions as a single point of contact for all customers.
* Adopt ITIL best practices for incident, request, change, problem, configuration and knowledge management.
* Ensure Major Incident Process is correctly followed and appropriate communications are issued to the business in a timely manner.
* Ensure Change Management Policy and Procedures are effectively applied.
* Proactively initiate, investigate and implement Service improvements.
* Produce regular statistics and management reports for Senior Managers against set KPIs/SLAs, including undertaking regular service reviews.
* Keep all ITIL service management systems up to date at all times.
* Develop and maintain user self-help resources and online documentation.
* Receive, take ownership, escalate and monitor Incidents, problems and service requests throughout their lifecycle using the IT service management tools.
* Work effectively as part of the Service Desk team and the wider ICT team.
* Provide leadership, support and guidance for all Service Desk analysts.
* Manage the team by setting and reviewing targets and objectives, monitoring performance, performing appraisals.
* Ensure skill levels are maintained and regular skill audits are undertaken.
* Manage underpinning contracts and supplier performance.
* Work on projects and other tasks as determined by the Service Delivery Manager.
* Deputise for Service Delivery Manager.
* Perform other duties and projects as assigned.

Experience, Skills & Qualifications:
* ITIL Service Management Foundation Certificate or equivalent.
* Demonstrable experience of leading a Service Desk.
* Experience and knowledge of Incident, Problem and Change Management.
* Experience and knowledge of using service desk software and an understanding of service level management/ITIL.
* Experience of coaching and mentoring teams.
* A good understanding of formal service management frameworks including ITIL
* Knowledge of ICT hardware, software, desktop applications telephony and networks sufficient to manage the delivery of first line support.
* Motivational team leader with demonstrable experience of working with a team to deliver business solutions to fixed deadlines.
* Confident and effective negotiator with suppliers, internal service providers and customers.
* Ability to meet service level targets.
* Excellent communication skills including: written, oral and presentation skills.
* Able to develop the skills and competencies of others through coaching and training.
* Problem solving skills and ability to work under pressure and maintain customer service ethic.
* Customer focused - always assessing the impact and benefits for customers as the first priority.
* Able to work co-operatively and productively with customers, other teams, functions and suppliers earning their respect and confidence.

At Lifeways we value our colleagues and work hard to develop their skills through the provision of training and support. We are expanding and so there are real opportunities for career development.

If you feel ready for a change and are able to take on new challenges in a growing organisation, we want to hear from you.

The Lifeways Group is an equal opportunities employer and is regulated by the CQC in England.

LWGHO

Job Types: Full-time, Permanent

Salary: Up to £37,000.00 per year

Benefits:
* Sick pay
* Work from home
Schedule:
* Monday to Friday

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