About Central Technology *
CT is a forward-thinking IT support, Telecoms and Cloud Services provider embarking on a journey to transition from a regional, single office business to a national, multi-location organisation.
Our mission is to be the UK’s leading business technology partner to the SME market and to be the UK’s premier provider of cloud data solutions.
*Background
The Service Desk Support function is responsible providing general day to day desk-based service support to our customers. This role will require liaising closely with customers, account managers, technical operations managers and other internal departments to ensure that the customer service expectations are achieved.
The successful candidate will have the opportunity to play a key role in the continued growth of the business and its transition into a leading, national technology partner.
Experience *
The successful candidate must have:
* Minimum 4 years’ experience within the IT Industry
* Strong communication skills, both written and verbal
* Empathy towards others
* An aptitude to lead, build, coach and develop pod
* Good technical problem-solving skills
* Strong approach to teamwork
* Remaining calm under pressure in handling critical incidents
* A tenacious and enthusiastic nature about quality
* A strong understanding of the ITIL framework focusing on Digital and IT Strategy.
* A strong customer service ethic.
* Experience of leading, building, coaching and developing teams ethos through direct people management.
* An excellent logical and methodical problem solver.
The successful candidate may benefit from having:
* Experience within a technical environment.
* Experience in managing a team within a service environment.
*Compensation *
Base Salary: Negotiable dependent on experience
*Role Overview *
To be successful in this role you will need to be a good leader, proactive thinker who communicates effectively and demonstrates a customer focused ethic. Previous experience within the IT or MSP industry is desirable but not essential.
The Service Desk Pod Lead role Is Integral to the exceptional service we deliver to our IT Managed Customers. Youll manage the day-to-day performance of the Pod team, ensuring that SLAs are being met and staff are meeting targets. There may be occasions of site visits with Service Management to meet our customers.
You will utilize various tools to analyse trends and document resolutions to improve closure rates. Your key responsibilities will include handling high-priority incidents, maintaining knowledge documents, participating in onboarding meetings, and relaying this information back to the pod. Additionally, you will lead and mentor the pod to ensure the high standards expected by CTs customers are met.
*Key Success Criteria *
To be successful in this role you will need to be a good leader as well as a proactive member of the pod to encourage ownership from within the pod. The pod should be able to operate Independently of each other, whilst also working towards a shared goal.
*Skills *
* Proven experience (min 4 years) within the IT Industry
* Previous experience in a customer facing role is essential
* Previous team leadership role
* Excellent time management skills and the ability to prioritise tasks
* Building relationships through direct and in-direct management
* Excellent interpersonal skills, with the ability to communicate confidently and professionally over the phone and in person.
* The ability to work holistically across CT.
* A good listener.
* Ability to empower the team to develop new ideas and improvements.
* Strong decision-making skills.
*Responsibilities
* Review ticket performance of the team to ensure SLAs are being met
* Handling of High and Major incidents and working with escalations
* Onboarding sit ins to ensure key information is gathered and shared with the pod
* Work closely with the pod to Improve service and provide support
* Lead and mentor pod, to ensure each member knows their responsibilities and what Is expected of them
* Maintaining a positive attitude with an enthusiastic approach to leading
* Assist In performing reviews with pods alongside Service Desk Manager
* Review workloads and work with Service Desk Manager to plan for future recruitment
* Review documentation, policies and procedures to continually keep In line with current and future technologies
Pay: £30,000.00-£33,000.00 per year
Benefits:
* Free fitness classes
* Free flu jabs
* Health & wellbeing programme
* On-site parking
* Private medical insurance
Work Location: In person