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Service Desk Team Leader

Service Desk Team Leader

We have a new exciting opportunity for a Service Desk Team Leader within our ever expanding business.  This is a fantastic opportunity for the right candidate to work within one of the UKs most successful IT companies. This position is suited to an already experienced Service Desk Team Leader who wants to be part of a vibrant and progressive business, making this an exciting prospect not to be missed!

Job Requirements and Responsibilities:

Attend and participate in regular Service meetings with customers, Account Directors and Service
Delivery Manager (where appropriate)

Act as escalation point for Service Desk Analysts (Customer Service Analysts, Tier 1, 2 and 3 and On
Site Resource)

Work closely with Account Directors, and Service Delivery Managers, where appropriate

Ensure smooth handover of service between Account and Shift Teams

Detailed awareness of customers and their contracts

Performance management of the Account Team staff

Input into Shift Leads on performance of Shift SDAs

Drive quality of case handling through regular reviews

Work with Shift team management and Service Operations Centre Manager/Service Desk Analyst

Tier 3s to ensure no SLA breaches

Liaising with IT Operations Team where

Job type:
£35000 - £40000 per annum

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