Service Desk Shift Supervisor (Night Shift)

Recruiter
Human Capital Ventures
Location
Buckinghamshire
Posted
05 Apr 2019
Closes
05 May 2019
Contract Type
Permanent
Hours
Full Time
Our client is Global Professional Services business with over 65,000 employees worldwide with a presence in over 130 countries, 500 offices globally and annual revenues in excess of $15 billion.
Featuring highly on the Fortune 500 listing and continuing to grow heavily through business acquisition; Human Capital Ventures is proud to be acting as their preferred partner in the recruitment of a Service Desk Shift Supervisor, based from their plush Shared Service IT Operations Centre in the heart of Milton Keynes.
The successful candidates will deputise for the Team Leader supporting them in the operational management of a team of 10 – 14 Analysts; which act as the first point of contact for any technical escalations providing support to colleagues over the phone, through email/live messenger and remotely.
As an Service Desk Shift Leader, you will be responsible for:

- Ensuring that the individual and team responsibilities are performed in a timely, consistent, responsive manner.
- Verify the quality, accuracy and timeliness of responses and actions taken by the team.
- Provide direction, training and coaching for team members to efficiently and accurately fulfill work assignments.
- Provide ongoing performance reviews to team members, including the monthly, quarterly year-end formal performance management process.
- Conduct regular mentoring sessions with analysts, typically on a weekly basis.
- Identify training requirements for the team and work with the Team Leader to develop and maintain individual training plans for team members.
- Identify issues and make recommendations that will improve our procedures and collaboration with other teams.
- Accurately and completely communicate issues and priorities that are discussed at the team leads meeting to their own teams.
- Ensure services are delivered to defined Service Level Agreements (SLA) for all aspects of technology delivery.
- Provide Ad-Hoc reporting for Service Delivery as required.
- Take part in Service Improvement Programs (SIP’s) as required.
- Implement policies, standards and processes for all aspects of the operation.

The successful candidate will ideally possess:

- 3+ years’ experience leading an IT Service Desk or IT Support Function.
- 3+ years in People Management/Team Leadership within a similar environment.
- Knowledge of ITSM Platforms such as ServiceNow/CA Service Desk/Remedy
- MI Reporting experience
- Excellent interpersonal, written and verbal skills, with Strong Customer Service skills.
- Prior experience working anti-social shift-patterns (desirable)
- Ideally ITIL Foundation Certified

Our client is undergoing a large period of growth and transition, integrating some newly acquired businesses and actioning a large IT project pipeline, so this role will offer successful candidates an opportunity to support projects on a global scale, developing your IT Career within a great employer recognised for internal growth, development and progression!
Location: Milton Keynes, Buckinghamshire
Permanent Salary: £30,000 - £32,000 + Private Healthcare, 26 days’ holiday, 10% Pension + More!
Hours: Sunday Night – Friday Morning – 10.00pm – 7.00am

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