Helpdesk Team Leader

Colossus Associates
14 Sep 2018
15 Oct 2018
Contract Type
Full Time
Helpdesk Team Leader - Service Desk

This is one of the West Midlands fastest growing companies and they are looking for a key team member

The role
In this role you’ll be overseeing the Service Desk teams to ensure they deliver the level of service required by customers. You will also contribute to continual service improvements and bring own ideas and solutions.

Your responsibilities:
Assisting in the development of the Service Desk team to ensure they are capable of undertaking their roles and responsibilities effectively.
Managing the performance of the team to ensure agreed overall service levels and KPI’s are achieved.
Agreeing performance objectives with individual team members and communicate performance against objectives on a monthly basis.
Undertaking regular structured and call recorded development sessions with the team.
Supporting the team in creating a motivational and supportive working environment.
Leading regular team meetings to ensure two-way communication is maintained between team members and management.
Dealing with high level complaints and identifying effective solutions for customers.
Analysing type of calls to spot trends and improve the service that they offer.
Supporting a continuous improvement programme and ensure ALL processes and procedures are evaluated for efficiency.
Manage rota, holiday requests and authorised absences to ensure adequate cover at all times.
Manage any employee issues in line with HR policies.
Assisting in the recruitment and selection of new staff.
Preparing reports/management information as instructed by the Service Desk Operations Manager.

Skills and experience
Proven experience in a Technical Team Leader position within a Service Desk environment.
Excellent communication skills with the ability to communicate at all levels.
Accurate, numerate with the ability to display logic problem solving abilities.
A good level of general education.
The ability to demonstrate a flexible and adaptable approach with the ability to work as a team player.
The ability to work on own initiative.

We’d like it if you could bring:
ITIL Foundation qualification (V3).
Methodical and analytical approach to problem solving.

Useful information
Hours of work – 37.5 per week.
Working Pattern – 8am – 6.30pm Monday – Friday
May be required to work Saturdays.
Flexibility regarding working hours should customer requirements change.

When submitting your application to Colossus Associates, please ensure you have your correct phone number and email address so we can contact you asap regarding your application. For confidentiality purposes, please remove any reference contact phone number's and email addresss details from your CV

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