Service Centre Team Leader
Service Centre Team Lead
Location: Office based, Camberley (GU15 3YL)
Full time, Permanent
The Service Desk team at our Camberley office are now looking for a Service Centre Team Leader to drive our managed service offerings to a portfolio of Public Sector and Enterprise level customers. This is a pivotal role that shapes our Service Desk division. It is an office-based role, operating on a 4 days on / 4 days off shift pattern (rotating shifts, 7am-7pm / 7pm-7am).
The Service Desk is the beating heart of the Network Services organisation. They provide a 24x7 single point of contact for circa 100+ customers across the telecoms, emergency services and defence industries. The role of the service desk is crucial for ensuring customer requirements are met in relation to the creation and coordination of all incident and requests.
As a Service Centre Team Lead, you will be responsible for leading the team whilst on shift, ensuring the effective delivery of contracted services in line with the agreed service levels and business processes. This role has line management responsibilities of 3 team members.
The successful Service Desk Team Lead must be a natural problem solver, tenacious and comfortable with stretching their own capabilities by working outside their comfort zone. They will constantly look at ways to improve and streamline processes and technology to ensure we remain efficient and effective in our approach to service delivery.
People and Performance Management
Incident Process Management
Major Incident Management
Spares Management
Rosta Management
Escalation Management
Service Level Management
Meet SLAs and KPIs in line with contractual requirements and ensure the effective communication to stakeholders where targets are at risk of not being met.
Support root cause of failures and conduct reviews where applicable.
Evoking the business continuity plan in the event of unplanned outages Out of Hours
Line management of direct reports including objective setting, performance, quality and 1:1 reviews
Rosta management alongside other team leaders, including holiday approvals to ensure appropriate staffing levels
Supporting the wider team during busy periods such as taking calls and logging tickets
Proven experience within a Service Desk / Help Desk environment
Creative problem solver with the ability to work autonomously or as part of a team
SC, NPPV3 & Parliament security clearances, or the ability to obtain them
Proficient in MS office tools
ITILv4 Foundation
Previous line management experience
We nurture the talent that makes this happen, by our on-going commitment to creating an inclusive culture that respects and values difference, that celebrates diverse ideas. 25 days annual leave, and the option to buy or sell days annually
~ Overtime options available
~ Access to the Flexible Benefits portal
~ Company matched pension scheme
~ A range of family friendly policies
~ Occupational health support and wellbeing Portal
~ Discounts on Cinema, Restaurants and Shopping with Telent Reward scheme
We’re passionate about creating an environment that champions diversity and inclusion, where everyone feels they belong, can be themselves and empowered to reach their full potential. People are at the heart of our business, and we believe that our teams should reflect the diverse experiences and backgrounds of the communities we support.
Telent is a leading technology company and specialist in the design, build, support and maintenance, drawing on decades of experience in mission critical communications and technology. of the UK’s critical digital infrastructure. The work we do helps connect thousands of people and communities, using the best technology and innovation available. When you join us, you’ll have the opportunity to make a real impact on all our futures by fulfilling your potential and delivering high performance.