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Vacancy Name: Service Desk Team Leader
Vacancy No: VN534
Employment Type: Full-Time
Location: Harrogate
Role Details
Job Title: Service Desk Team Leader
Division: Operations – Customer Service
Reports To: Customer Services Manager
Our service and support teams provide an effective blend of customer and technical support for managed IT services including Data Management, Network, Hosted IP Telephony, Unified Communications, Data Centre Hosting, Virtualisation, and more.
Delivering a superior customer experience is our goal. As Service Desk Team Leader, you will manage a primary UK Service Desk, working closely with End Users and offshore teams.
Key Responsibilities
1. Performance Management, Skill Development & Coaching
2. Relationship Management with customers and colleagues
3. Service Level Management to meet SLAs and targets
4. Process and Documentation improvements
5. Staffing and rota management
6. Communication of Major Incidents
7. Escalation and escalation ownership
8. Promoting ITIL practices and certifications
9. Team understanding of supported systems and troubleshooting
10. Feedback and process improvements
11. Product development awareness
12. Customer support when needed
13. Supplier and internal customer liaison
14. Adherence to ISO standards and policies
15. Security, PCI compliance, and policy enforcement
16. Training and education of team members
Skills & Competencies
Ideal skills include strong communication, customer focus, initiative, team motivation, ITIL qualification, attention to detail, current technology knowledge, and excellent organizational skills.
Career Progression
* Customer Services Manager
* Service Delivery Manager
* Account Manager
* Other internal departments
Working Hours
Standard hours are 9:00am - 5:30pm Monday-Thursday and 9:00am - 3:30pm Friday. Service Desk shifts vary between 8:00am - 5:30pm with rotating schedules as per business needs.
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