Service Desk Team Leader

11 Feb 2018
15 Feb 2018
Contract Type
Full Time
Service Desk Team Leader - Ruddington

About the role

We are seeking a Team Leader to manage our service desk team on a day to day basis, ensuring targets for SLAs and KPIs are met and processes are adhered to. Ensure consistently high standards of team and individual staff performance and customer service delivery.

About Capita

We are Capita, the UK's leading provider of business process management and integrated professional support service solutions. Through bespoke, quality solutions, we've helped countless organisations unlock value and maximise their potential. With access to our range of unique and diverse opportunities, offering real career advancement and progression, we can unlock your potential too

What you will do:

* Day to day management ensuring the highest standards of professionalism, written and verbal communication, customer service, timekeeping and attendance, Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met by the team.
* Continuous monitoring of processes and SLAs, proactively highlighting to the Management Team any potential breaches.
* Deal with formal escalations from the team when required as first escalation point, further escalating if necessary.
* Manage day to day customer issues through to satisfactory completion and raise areas of concern to ensure issues are identified and eradicated for the future, escalating appropriately when required.
* Managing the available resources to ensure the best possible cover is available at peak times by prioritising activities to SLAs.
* First point of contact for team members calling in sick and for analysts requesting holiday.
* Ensure adequate staffing cover is in place to cover phones and key tasks; ensure adequate staffing cover is in place to cover holidays and sickness.
* Provide statistical reports to the Management Team on staff members, team and service desk performance where required.
* Ensure Senior and Service Desk Analysts meet their objectives and are fulfilling the responsibilities of their roles.
* Mentor key analysts for senior analyst or management positions.
* Ensure new team members are appropriately integrated and inducted into their team.
* Ensuring all 1:1 staff reviews are carried out in a regular, timely manner and recorded in CSB and that any training needs are identified and addressed in concert with the Training, Development and Knowledge (TDK) Manager.
* Act as Owner for all documentation in relation to the team, ensuring that all documentation is reviewed regularly in order to identify any gaps.
* Deal with day to day HR issues and management of the team.
* Annual appraisals of all direct reports with assistance of the Service Desk Manager / TDK Manager, using CSB as the mechanism for this.
* Undertake Return to Work interviews for team members following any absences taken through sickness.
* Work with other members of the Management Team on projects as and when required.
* Challenge the way things have always been done and suggest improvements to process.
* Other duties as required as part of the day to day role.

Your experience will include:

* Experience of working in a Service Desk environment.
* Previous supervisory, team leading or management experience of service desk/helpdesk team
* Good people management experience/skills
* Experience of resource management (assessing, appraisals, etc)
* Advanced Documentation skills (MS Office)
* Ability to communicate with all levels of the organisation
* Uses own initiative
* Excellent interpersonal and customer service skills, written and verbal
* Flexible to new technologies
* Ability to work under pressure
* Very good organisational skills.
* Smart and presentable
* Ability to work effectively as a member of a team.
* Excellent timekeeper
* Ideally sound understanding of ITIL

What's in it for you?

At Capita, training and development aren't optional extras: they're how we do our job. We will motivate you to perform at your peak, recognising your achievements and rewarding them appropriately. As well as a basic salary we also give you holiday, company pension scheme and access to voluntary benefit options including; child care vouchers, share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle. All of this, in a professional but fun environment.

What we hope you will do next

Help us find out more about you by completing our short application process - click apply now. If you like to have a chat or have any questions then please contact me, Catherine Gander, on (Apply online only) or at. I look forward to hearing from you.

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Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.

If you are successful with your application, you will need complete Capita's vetting and screening checks. This will include, but not be limited to, Reference Checks, a Criminality Check, Financial Probity Check, Sanctions Check and Media Check

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