Service Desk Team lead
Role details
Job location
Tech stack
Job description
You will work in collaboration with the Head of Support Services acting as their deputy as and when required.
You will support them in ensuring a quality, efficient service is delivered, while also helping to evolve the service offering., Team leadership and management
- Lead from the front - bring clear direction for the Service Desk, setting and measuring appropriate KPIs and OLAs to drive the right outcomes for our customers.
- Be a role model - demonstrate what good looks like; instill and promote the right behaviors.
- Be a dynamic, positive and enthusiastic leader, whilst maintaining focus and structure around your work
- Promote a customer-centric focus, coach your team on the best customer support practices.
- Inspire your team - building morale, promote the Company's culture and core values.
- Build trust and promote an inclusive and fair working environment - listen and encourage creative thinking. Build self-confidence and gain commitment.
- Instill accountability - ensure urgency and accuracy as well as appropriate focus and engagement.
- Work collaboratively with Management to promote and support the Company initiatives.
- Work collaboratively with Human Resources to ensure Wavex hires and retains diverse talent.
- Be a visible leader - represent and promote your team at the company stand ups; encourage your team members to participate in Company events and build successful business relationships.
- Ensure that your field team is connected with the Wavex business - organise regular team meetings to bring people together (virtually an/or at the Wavex office) and visit client sites to meet your team.
Team management and development
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Line manage a team of 1st line Service Desk Engineers.
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Ensure your team provides a responsive service, promptly picking up inbound telephone calls or 'chats' from our customers in line with any KPIs/SLAs.
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Provide support to your team in resolving infrastructure and desktop technical issues, escalating to the relevant team where appropriate.
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Define KPIs and objectives. Review these on a regular basis to ensure alignment with the Company objectives.
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Achievement of these KPIs and objectives should support Wavex's drive for service excellence and underpin the team's bonus attainment.
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Work with the Head of Support Services to continually assess any skills gaps across operations and define training needs.
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Effectively plan and perform regular 121s - monitor effectiveness and ensure improvement in performance through coaching.
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Invest in your team's development - assess skills gaps within the team; plan training and promote continuous personal development.
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Create and develop a virtual workplace community through regular team check-ins to bring all aspects of your team together.
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Ensure your team's well-being; promote healthy work behaviours.
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Collaborate with Human Resources to ensure all employee relation matters are managed appropriately and resolved in a timely manner.
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Ensure your decision making is supported by underlying data. To aid in developing roles and ensuring the staff and the team are managed on tangible targets and objectives.
Operations management
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Manage resource requirements - plan and maintain the Service Desk rota.
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Collaborate with the Head of Support Services to maintain the Out of Hours (OOH) rota.
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Produce internal performance reports (e.g. KPIs, resource utilisation, Telephony and Chat performance, ticket management) utilising ServiceNow dashboards.
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Encourage the team to look out for opportunities to improve client service and/or specific beneficial changes to their technical environment. Liaise with the Head of Support Services and/or the appropriate Account Manager within Wavex to develop these opportunities.
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Contribute and participate in the IT Operations Strategic Roadmap; work collaboratively on key initiatives to drive improvement and efficiencies in IT Operations.
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Be part of the OOH Management Team (be the escalation point to the OOH support engineers).
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Deputise for the Head of Support Services during their absence.
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Working with the IT Services Manager to ensure teams adhere to processes. Regularly review these, to make improvements and ensure that they are aligned to ITIL, ISO27001 and any other appropriate governance requirements.
Client Management
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Be responsible for resolving client complaints and escalations; ensure consistent communication with the client and/or Account Managers throughout
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Ensure clients understand the commercial bandwidth within which field engineers should operate and encourage commercial awareness across your team.
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Work with clients to manage the onsite resource requirements, seeking opportunities to develop the service.
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Support the Head of Support Services in originating data and creating service desk reporting packs for client review meetings where needed.
Processes
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Coach and train your team on Wavex (and/or client) processes and ensure adherence (e.g. regular checks, daily client updates, documentation, etc.)
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Identify efficiencies in operational processes and highlight opportunities for cost saving.
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Work with the Human Resources team to understand and apply best people practices.
Online Test - Can you best the best? https://l.wavex.co.uk/support-team-leader
Key meetings and interactions that you will have include:
- 1-2-1 with your direct reports
- 1-2-1 with the Head of Support Services
- Client engagement meetings as required
- Operations Management meeting
- Speakers' Corner update
- Continuous Improvement Forum
Requirements
- Positive attitude, a team player.
- Performance mindset - good at developing and encouraging a team to deliver their best
- Passionate - a focus on delivering quality to customers
- Articulate - ability to clearly explain things to staff of all technical abilities
- Communicative - excellent communication skills, proactively seeking to talk to staff/customers/management
- Attention to detail
- Organized - taking actions and managing teams to timelines
- Good time-management
- Enquiring mind - keen to learn more
- Creative - good at finding creative solutions to issues
