Description
Summary
Purpose: As Service Desk and Smart Bar Team Leader, you will act as a bridge between the first line support, Service Desk and Smart Bar Manager, and higher-level IT management, contributing to the overall efficiency and effectiveness of the Service Desk offering. You will collaborate with other IT departments, set performance goals, monitor team performance metrics and implement improvement strategies. This role also involves providing management and guidance to a team of Service Desk Analysts across multiple sites, ensuring that they deliver high-quality technical support and customer service to end-users within the organisation. You will play a key role in training and developing team members, staying updated on technological advancements, and fostering a positive and collaborative team culture. Ensuring that team members are deployed appropriately, including incoming phone call management, according to business need, and that incidents and service requests are appropriately prioritised and fulfilled within SLA, will be a vital part of the role.Landscape: This role sits within the CSO - Enterprise Technology business area, specifically in the Service Desk department. As a Team Leader, you will directly manage a team of Service Desk Analysts, providing oversight and support for the day-to-day work of the Smart Bar and Service Desk Analysts. You will also deputize in the absence of the Service Desk and Smart Bar Manager and act as the initial escalation point for the Service Desk Analysts, Enterprise Technology business area, and wider organisation. Additionally, you will be responsible for ensuring the Joiner Mover Leaver process is accurately completed, and for driving service improvements within the Service Desk team. You will play a critical role in managing workloads, delivering services to agreed targets, and handling escalations or complaints effectively.
Activities:
• Provide management of direct reports through objective setting, effective performance reviews, regular feedback, coaching, mentoring, and support for continued professional development
• Model leadership behaviours with confidence to get the very best from direct reports and teams by providing clarity, feedback, coaching, and development
• Organize and lead bi-weekly Knowledge Transfer sessions, providing support and experience-based insight to the Service Desk Analysts
• Take ownership of escalations or complaints and produce improvement plans as required, ensuring the delivery of a consistently high level of customer service
• Deliver all services to agreed targets to ensure the performance and benefit of the Service Desk remain efficient and offer value for money to AQA
• Proactively monitor agent telephone cover and adjust as needed throughout the day to ensure SLAs are being met
• Manage the flow of calls/tickets within the ITSM tool
• Review & provide reports on system access to service owners, updating and amending access as directed
• Work with our customers to identify opportunities to enhance existing processes to improve efficiency and service delivery via ITIL best practice service improvement
• Build good relationships with our internal and external users, supporting the team in consistently delivering a service that meets our user’s needs
• Manage and maintain the ITSM tool, ensuring it remains fit for purpose in a dynamic, corporate environment
• Take ownership of user’s issues and queries to ensure the delivery of an excellent service, record accurately in the IT Service Management tool and follow all contact and queries through to completion and where appropriate escalating them for action and resolution
Need to know:
• Strong people management skills, including objective setting, performance reviews, feedback, coaching, and mentoring
• Excellent problem-solving and decision-making abilities, with a focus on delivering high levels of customer service
• Proven experience in managing workloads, establishing performance goals, and monitoring team performance metrics
• Knowledge of ITIL best practices and a proactive approach to identifying opportunities for service enhancements
• Effective communication and collaboration skills to build good relationships with internal and external users
• Adherence to AQA IT security policies and compliance with legislative requirements
• Ability to maintain professional discretion and safeguard privileged/confidential information
• A step-up mindset, using sound judgment and taking accountability for actions, while being results-focused and delivering at pace
To be successful in this role, you will need to know:
• Strong people management skills, including objective setting, performance reviews, feedback, coaching, and mentoring
• Excellent problem-solving and decision-making abilities, with a focus on delivering high levels of customer service
• Proven experience in managing workloads, establishing performance goals, and monitoring team performance metrics
• Knowledge of ITIL best practices and a proactive approach to identifying opportunities for service enhancements
• Effective communication and collaboration skills to build good relationships with internal and external users
• Adherence to AQA IT security policies and compliance with legislative requirements
• Ability to maintain professional discretion and safeguard privileged/confidential information
• A step-up mindset, using sound judgment and taking accountability for actions, while being results-focused and delivering at pace