Service Desk Team Leader

Service Desk Team Lead
Remote
£40-50,000 + Excellent Benefits

This role is fully remote

Digital Waffle is working in partnership with a care specialist company. This is a fantastic opportunity for an enthusiastic and experienced Service Desk Team Lead. This organization takes pride when it comes to helping others and genuinely making a difference for the better when it comes to people's health and well-being.

Job Role:

We are looking for an experienced Service Desk Team Leader to assist us to deliver an outstanding Service Desk function. The person taking on this role will need to be technically strong, analytical, an excellent communicator, and able to work well under significant pressure, all whilst maintaining a cool and calm demeanor. Significant technical expertise is required to support business staff, as well as your team of Service Desk Analysts who currently operate remotely.

To be successful in this role, you must have experience in the following:

• Lead and manage the Service Desk’s day-to-day operations.
• Plan and distribute workloads appropriately to ensure that business needs and deadlines are met.
• Take ownership and manage the business's ITSM system.
• Ensure Service Level Agreements and Key Performance Indicators are being maintained and adhered to.
• Report on SLA attainment, breaches, or incident trends to the infrastructure and Services Manager.
• Manage the IT Orders operations, processes, and staff; shipping and collecting IT assets to personnel and services throughout the UK.
• Plan Service Desk shifts to cover the daily operation.
• Provide a point of contact for escalations from the Service Desk.
• Ensure on-going escalations are handled in a timely manner, avoiding disruption, and minimizing business impact.

• Drive innovation and exploration of new ways to constantly improve ServiceDesk delivery.
• Support and mentor the Service Desk Analysts team.
• Participate in the development and execution of department continuous improvement plans.
• Participate in and encourage the sharing of good practices, processes, and successes with other business areas.
• Provide clear, concise, and relevant communication to ensure clarity of objectives and outputs.
• Occasionally you may be required to visit sites to resolve incidents and issues.
• Create and maintain documentation of IT services and operations.

What’s in it for you?

• Working within a great culture
• Great company benefits
• Constant training
• Blue Light Discount Card