Reporting to the Central Support Services Manager, the Global Service Desk Team Leader provides leadership to the shift teams, acting as a point of escalation to ensure that customer SLAs/KPIs are met or exceeded. The Global Service Desk Team Leader is accountable for the delivery and achievement of the customer SLAs. The Global Service Desk Team Leader must be clear and concise in all forms of communications and take ownership of incidents in a calm and efficient manner. Diligence and attention to detail are also key skills along with ability to multi-task and prioritise work appropriately. The Global Service Desk Team Leader role is a line management role to the shift team leaders. The Global Service Desk Team Leade r is required to work very closely with all departments within Indigo and its Service Partners and, as such, will need to develop good working relationships with members of staff within these departments. The post holder will be required to take on any additional duties which may be considered within the remit of the role. Principal Accountabilities / Objectives: Line manage and lead the day-to-day operational activities of teams of Service Desk Team Leaders, Service Desk Senior Coordinators, and Service Desk Coordinators, providing 24/7/365 Service Desk support to the entire Indigo customer base. Maximise utilisation effectively and methodically. Take ownership of incidents and manage to resolution. Work with the Service Assurance team to Complete root cause analysis, implementing improvement actions where required. Assist Service Assurance in correlating customers’ statistics and report for billing and performance measurements as per customer contracted Service Level Agreements (SLA); Maintain customer SLA's and Key Performance Indicators (KPI) as per customer contracts. Prepare monthly Global Service Desk Board Report. Escalate on a rota basis for out of hours managerial and technical support. Support the Group Operations and Sales team in pre-sales and bid support. Review, raise and approve relevant sub-contractor invoices & purchase orders. Main Responsibilities: To manage and lead the Service Desk team leaders by monitoring and supporting their performance standards, training, and development needs, and complying with company performance management procedures; to hold annual and biannual appraisal reviews. To transition new contracts into service where required. To act as a point of escalation within the management escalation matrix. To provide incident management and reporting as required. To maintain work schedules and rotas, analysing and managing the associated risks. To review and improve existing Service Desk procedures and develop new as required. To provide regular operational feedback to the Central Support Services Manager & Support Services Director. To hold regular team & individual meetings with the Service Desk staff; provide coaching to the Service Desk staff to enable them to reach their full potential. Train, advise, coach and mentor direct reports; set objectives, hold regular one to one review, monitor individual performance and complete mid-year and annual appraisals. To provide support to project related activities as required. To provide support to Logistics lead as required. To attend & lead customer Service Review Meetings (SRM) as required. To own and comply with relevant ISO procedures (e.g. Maintenance), suggest improvements and ensure that the Service Desk meets any relevant quality standards. To ensure safety, health, environment & quality standards within the Service Desk comply with company standards. To maintain safe working practices for self and others, in accordance with company health and safety procedures. About You A broad-based Telecom background is essential. Ability to provide effective managerial support to the Service Desk. Must possess highly developed leadership & management skills & excellent communication skills. Must possess excellent organisational skills with an ability to respond to and act promptly on all tasks. Must be competent at reviewing and developing procedures and associated documentation. Excellent customer facing skills with a proven track record. Working Environment: The main location of employment is the Magor office. The role will also require the Service Desk Manager to attend customer sites/meetings on occasions. NOTE: Interviews will not commence before 16th September. About Us At Indigo, you’ll join an inclusive culture that values diversity, integrity, and merit, empowering you to reach your full potential. We welcome candidates from all backgrounds, especially those underrepresented in our industry, including women, people with disabilities, and LGBTQ individuals. As a leader in the telecoms industry, Indigo offers endless opportunities for personal and professional growth in a dynamic market projected to expand from US $1657.70 billion in 2020 to US $2395.47 billion by 2027. With over two decades of experience and a presence in 90 countries, we specialize in cutting-edge technologies like Fixed Line, 5G, Edge DC, and Subsea. Recognized as one of the UK’s top-performing privately-owned technology companies, we prioritize the well-being and growth of our employees, fostering a respectful and inclusive atmosphere with over 30 nationalities. Our commitment to sustainability and innovation ensures a brighter future. As a proud recipient of the ‘Investors in People’ Gold Award, we invest in your growth and development. Join Indigo and make a real difference in an organization that offers unparalleled opportunities at the right place and time. Embark on an exciting journey with us. At Indigo, our smart, ambitious teams are dedicated to supporting our customers. Our culture of ownership and transparency empowers our team to achieve goals and exceed customer expectations. For over twenty-five years, we’ve partnered with some of the world’s leading network carriers and hyperscalers, with a diverse talent pool we celebrate differences, inviting new ideas, creativity, collaboration, and passion from every employee. Our commitment extends beyond the present, as we cultivate and mentor the next generation to access limitless growth opportunities. At Indigo, we understand that our people are the heart of our success. We are deeply committed to nurturing a work culture that prioritizes the well-being and growth of our employees. We take pride in listening to our team and taking action to continually enhance our company’s support and enriching environment. Our diversity is our strength, coming together as one team, we foster an atmosphere of respect and inclusivity, where collaborating with individuals from various backgrounds, cultures, and thinking styles empowers us to evolve into better professionals and leaders.