Posted: 18 June
The role
Job Description
The Service Desk Team Leader is a varied, challenging and exciting role. The role is responsible for ensuring the day-to-day Service Desk and Incident Management process activities are delivered by the 24x7 service desk team to meet the needs of the business. It will involve working closely with both internal and external stakeholders and customers and is targeted with supporting the delivery of a high performance and reliable IT capability worldwide.
Working within the Cyber, Service and Technology (CST) division and reporting to the Service Delivery Manager – Service Desk, the successful candidate will be responsible for delivering IT Service Desk and Incident Management to NEC and our customers. The role will have direct line management responsibility as well as functional management responsibility for a wider team based in Hartlepool, Chippenham and India. The role is wide-ranging and takes ownership of the delivery of the Service Desk and Incident Management (excluding Major Incident Management) processes within NEC. The successful candidate will show leadership qualities, ability to problem solve with their teams and work collaboratively with key business stakeholders. The role is responsible for delivering of Services aligned to the ITIL framework and maintaining compliance with ISO20000.
The role is Mon-Fri 09:00-17:30 and is hybrid office based in Hartlepool
Travelling may be required as part of the role as there is a need to attend customer locations and other NEC offices.
Responsibilities
Delivery within NEC for;Incident Management excluding Major Incident ManagementService Desk functionThe ability to lead a cohesive team split across multiple geographic locations and to manage people effectively. This includes the ability to coach and develop the team.Input into the measurement, monitoring and review of performance of the team and processes using KPIs and CSFsEnsuring the team is performant and skilled to the appropriate levelAllocation of work within the teamEnsure compliance with documented processes to allow certification to ISO20000 to be maintained.Awareness of the business priorities, objectives and drivers to implement continual service improvement strategiesWork very closely with other process team leaders to ensure a full ITIL aligned end to end service is available to stakeholdersBuild and maintain relationships with internal and 3rd party organisations as required, such as technical resolver teams.Ensuring adherence to contractual SLAsReviewing and verifying that all documentation is moderated and accurately updated in accordance with document management requirementsAssist with the implementation of new services within CST, ensuring the teams are prepared for service take-on.Awareness of the business priorities, objectives and drivers to implement continual service improvement strategiesEngagement with 3rd party organisations as required.An ability to balance and plan the short-term and long-term actions of the team.Awareness of all relevant industry standards.Awareness of best practices for service management.Strong verbal and written communication skills.An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk.An understanding of all of NECSWS business areas.The ability to manage time effectively while setting the tone of the team through leadership.Qualifications
Demonstrable Service Desk and Incident Management ExperienceStakeholder Management Resource ManagementPossess good customer service skills and an ability to innovateGood verbal communication and business writing Working knowledge and experience of the ISO 20000 Service Management StandardAbility to lead from the front and mentor both direct reports and the wider team to achieve the best they possibly can
Essential Qualifications
ITIL 4 FoundationYou will need to be eligible for NPPVL3 + SC Desirable Qualifications and Skills
ITIL 4 Intermediate QualificationITIL 5 FoundationITIL 5 Intermediate QualificationAdditional Information
We are proud of the benefits we offer employees of NEC Software Solutions
Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)25 days paid holiday with the option to buy/ sell 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)A Group Pension Plan with fantastic employer contributions up to a maximum of A fantastic selection of flexible benefits to suit your individual needsWe are an employer who cares, we have a invaluable employee assistance programme which can help in every area of your lifeAll colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.
