About The Role
Balfour Beatty has an exciting opportunity for an IT Service Desk Team Lead to join our growing team in Newcastle.
What you'll be doing
* Ensure the effective delivery of Service Desk objectives, including processes, knowledge, quality, CSAT and performance management.
* Ensure HR and people‑care & management issues are handled effectively, sensitively and within policy.
* Lead by example; support the team with calls, chats and tickets when demand dictates.
* Ensure service acceptance criteria reflect the Service Desk needs and that training and knowledge are delivered in time for service go‑live.
* Ensure close alignment of the Service Desk with supporting Service Management processes: Incident, Problem, Change, Asset, Catalogue and Knowledge.
* Deliver performance management, training and development of the team through 1:1s, PDRs and coaching.
* Complete regular QA checks on Service Desk agents’ ticket and contact handling, and hold collaborative coaching sessions to improve quality.
* Highlight and escale issues and changes that could adversely affect the business.
* Proactively identify ways for systems (including AI) to improve service delivery.
* Promote collaborative working with capabilities, maximise results and drive service excellence.
* Act as (Major) Incident Manager for critical and high‑priority incidents; facilitate MIM calls, ensure effective communication to stakeholders, and produce MIRs when needed.
* Take ownership of escalations and complaints from the business and the wider IT team, ensuring effective communication to stakeholders and facilitating resolution.
* Represent IT and the Service Desk at site events across the country, such as IT drop‑in clinics.
* Undertake Service Desk recruitment and induction activities – candidate application sifts, interviews, and probation reviews.
* Hold team meetings to keep the team informed of performance and key updates.
* Promote continuous service improvement within the Service Desk team.
Essential Qualities & Experience
* Demonstrable leadership skills.
* Strong customer & delivery focus; meet and exceed customer expectations.
* Experience handling service escalations.
* Ability to work under pressure and meet agreed targets in a very fast‑paced environment.
* Team‑work at the highest level, highly collaborative, and willing to volunteer to help others succeed.
* Willingness to learn, embrace change and pick up technical and business challenges quickly.
* Strong communication and presentation skills at all levels, including senior members of IT and the business.
* Willingness to challenge the status quo.
* A self‑starter, proactive, adaptable, conscientious and flexible.
Desirable Qualities & Experience
* Experience managing multi‑skilled teams.
* Previous Service Desk leadership experience.
* Coaching and supporting the development of others.
* IT troubleshooting knowledge and experience.
* Working experience and knowledge of Service Desk operations and systems.
* Knowledge of technologies including Windows 11, Exchange, Active Directory, cloud technology, AI, and end‑user computing.
* Experience leading efficiency improvements and implementing process automation.
* Experience developing and delivering training in a Service Desk environment.
Benefits
* Smart working – flexible staggered start and finish times, and up to 40 % remote working where roles allow.
* 25 days paid annual leave (pro‑rata).
* Family‑friendly policies including 28 weeks full pay for maternity/adoption leave and four weeks full pay for paternity or partner leave.
* Pension, share‑incentive plan, volunteering leave and recognition schemes.
About Us
Balfour Beatty values diversity and inclusion. Through our Value EveryOne Diversity and Inclusion Strategy and Action Plan we grow a diverse workforce and an inclusive culture where everyone can thrive and reach their full potential, regardless of identity or background. To learn how we are making this a reality, visit www.balfourbeatty.com/diversityandinclusion.
We are members of WISE, ENEI, the Business Disability Forum and the Association for Black and Minority Ethnic Engineers. We are also a Gold Award holder in the Ministry of Defence Employer Recognition Scheme and encourage applications from Armed Forces personnel, veterans and reservists.
As a Disability Confident Employer we are committed to working with people who have disabilities and long‑term health conditions to remove barriers. We offer applicants with a disability an interview where they meet the minimum requirements. For more information, visit https://disabilityconfident.campaign.gov.uk/. We continually improve our resourcing process and welcome feedback at candidaterecruitmentqueries@balfourbeatty.com.
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