Remote ServiceDesk Team Lead

Summary

Join Smartdesc as a ServiceDesk Team Lead to lead a team of up to 8 service desk analysts and engineers, conduct 2nd Line Analyst duties, and ensure the effective resolution of support tickets. This role is integral to maintaining the operational efficiency of our service desk and ensuring seamless escalation and de-escalation processes with the 3rd line team.

Requirements

• Proficient in Verbal and written English
• Analytical and systematic approach to problem solving
• Experience of leading a team or other relevant experience
• Able to follow defined ITIL processes
• A commitment to knowledge sharing and clear, detailed documentation
• Can work to strict SLA’s, OLA’s and KPI’s
• Welcoming, personable, articulate and conscientious
• Able to converse with at all organisational levels, confidently and honestly, being able to ask for help and discuss ideas and techniques openly and honestly, to build trust with colleagues and customers
• The ability to explain technical concepts in easy terms
• The ability to prioritise and manage time under pressure
• A positive attitude with the ability to resolve customer problems and requests promptly and efficiently
• Ability to spot opportunities and improvements that will benefit the end user experience and taking this forward with senior colleagues
• Experience working for the non-profit sector an advantage

Responsibilities

• Deliver remote service desk support to UK-based clients, including resolving IT issues and creating documentation and guides
• Build and maintain strong trusted relationships with clients
• Take ownership of issues and requests, managing them to resolution or escalation as needed
• Manage and prioritize tickets and workload through a ticketing system, adhering to SLA response and resolution deadlines
• Lead, mentor, and supervise a team of up to 8 service desk analysts and engineers
• Conduct regular performance reviews and provide constructive feedback
• Identify training needs and facilitate professional development opportunities
• Conduct disciplinary actions where required in line with Smartdesc Policies
• Co-Manage with other SDTLs, resource levels including the management of Staff Rotas, holidays and other absence in accordance with company policies and procedures
• Allocation of resources as appropriate to fulfil our contractual obligations to our customers
• Foster a collaborative and supportive team environment
• Onboarding/Training of new staff members
• Oversee daily operations of the service desk team to ensure efficient ticket resolution
• Monitor and manage ticket queues to ensure timely response and resolution in line with SLAs
• Handle escalations to and from the 3rd line team, ensuring clear communication and resolution pathways
• Develop and implement processes to improve service delivery and efficiency
• Ticket quality checks
• Voice call quality checks
• Monitoring and management of Contact Centre ensuring agent availability
• Ensure high levels of customer satisfaction by maintaining effective communication with clients
• Address and resolve customer complaints and issues promptly and professionally
• Gather and analyse customer feedback to inform service improvements
• Generate and analyse reports on service desk performance and ticket metrics
• Identify trends and areas for improvement and implement corrective actions
• Provide regular updates to the Service Desk Manager on team performance and service levels
• Highlight and seek resolution any issues resulting from Trending reports and Problem Records

Benefits

• Strong focus on personal development and a “promote from within” culture
• Wide range of flexible and agile working arrangements
• Supportive working environment with a focus on wellbeing & work/life balance
• 25 days holiday (exclude Bank Holidays)
• Additional day of annual leave for your birthday
• Option to buy an extra 5 days’ annual leave
• Health shield cash back plan
• Employee Assistance Programme EAP
• Season Ticket Loan if required
• Headspace App
• Regular paid-for social events, at least quarterly
• Christmas Bonus
• Free gym, bicycle storage and showers at our London Office in Aldgate