IT Service Desk Team Lead

Balfour Beatty has an exciting opportunity for an IT Service Desk Team Lead to join our growing team in Newcastle. Responsible for leading a team of 8-10 Service Desk staff, Second Line and Access Management analysts in delivering a customer centric, resolution focused Service Desk service to demanding internal business users. What you'll be doing

• Ensure the effective delivery of Service Desk objectives, including processes,

knowledge, quality, CSAT and performance management

• Ensure HR and people care & management issues are handled effectively,

sensitively and within policy

• Lead by example; support team with calls/chats/tickets when demand dictates

• Ensure service acceptance criteria reflects the Service Desk needs and ensure

the timely delivery of training and knowledge within the team ahead of the service go-live

• Ensure close alignment of Service Desk with the supporting Service Management processes; Incident, Problem, Change, Asset, Catalogue and Knowledge

• Ensure performance management and training & development of the team through 1:1, PDR and coaching

• Complete regular QA checks on SvD agents' ticket and contact handling, and hold collaborative coaching sessions to improve quality

• Ensure issues and changes that could adversely affect the business are highlighted and escalated

• Proactively identify ways for systems (including AI) to improve service deliver

• Promote collaborative working with capabilities, maximising results and driving service excellence

• Act as (Major) Incident Manager for critical and high priority incidents; facilitate

MIM calls, ensure effective comms to stakeholders, produce MIR's when needed

• Take ownership of escalations & complaints from the business and the wider IT team, ensuring effective comms to stakeholders as well as facilitating resolution

• Represent IT / IT SvD within our business at site events across the country,

such as IT drop-in clinics

• Undertake SvD recruitment and induction activities; candidate application sifts,

interviews, probation reviews

• Hold team meetings to ensure team is informed of the SvD team's performance

and key updates

• Promote My Contribution and continuous service improvement within the SvD

team

The following qualities/experience are essential:

• Demonstrable leadership skills

• Strong customer & delivery focus; meeting and exceeding customer expectations

• Experience of handling service escalations

• Ability to work under pressure and to agreed targets in a very fast paced environment

• Demonstrates teamwork at the highest level, highly collaborative approach, among the first to volunteer to help others succeed

• Willingness to learn, embrace change and pick up on technical and business challenges quickly

• Strong communication and presentation skills at all levels, including Senior members of IT and the Business

• Willingness to challenge the status quo

• A self-starter, proactive, takes the initiative, adaptable, conscientious, flexible

The following qualities/experience are desirable:

• Experience of managing multi-skilled teams

• Previous Service Desk leadership experience

• Coaching and supporting the development of others

• IT troubleshooting knowledge and experience

• Working experience and knowledge of Service Desk operations and systems

• Knowledge and understanding of a range of technologies including, Windows

11, Exchange, Active Directory, cloud technology, AI, and end user computing

• Experience of leading efficiency improvements, implementing process automation

• Experience of development and delivery of training in a Service Desk environment

Why work for us As if contributing to and supporting work that makes life better for millions wasn't rewarding enough, we offer a full range of benefits too. You'll have the freedom to shape the package that's right for you and your life. Here are some of our key benefits:

• Smart working, giving you more flexibility such as staggered start and finish times, with up to 40% remote working, where roles allow.

• 25 days paid annual leave (pro rata)

• Family friendly policies which include 28 weeks full pay for maternity/adoption leave and four weeks full pay for paternity/partners leave

• Pension, share incentive plan, volunteering leave, recognition schemes and much more…

At Balfour Beatty we believe that diversity and inclusion are essential components of any successful, happy workplace. Through our Value Everyone Diversity and Inclusion Strategy and Action Plan, we are growing our diverse workforce and developing our inclusive culture where everyone is able to thrive and reach their full potential, regardless of their identity or background. To find out how we are making this a reality, visit To help and support us with our desired commitment to create an inclusive culture we are members of WISE, enei, Business Disability Forum and the Association for Black and Minority Ethnic Engineers (AFBE). In 2020, we signed the Audeliss and Involve Open Letter to demonstrate our commitment to taking key long term and sustainable actions on Black Inclusion. Balfour Beatty is also a Gold Award holder in the Ministry of Defence 'Employer Recognition Scheme' and actively encourage applications from Armed Forces personnel, veterans and reservists. As a Disability Confident Employer, we are committed to working with people who have disabilities and long-term health conditions to remove barriers for them in obtaining employment. We are also committed to offering applicants with a disability an interview if they meet the minimum requirements for the role. For more info, visit: We are looking to continually improve our resourcing process and ensure that it is fair and inclusive for all. If you have any feedback on the process, please share this with us at: candidaterecruitmentqueries@balfourbeatty.com