Colleague Service Desk Lead

You’ll manage a team that operates a hybrid working approach covering our phone lines, live chat functionality and self-service queues. This requires onsite support for our office-based colleagues when required; helping to arrange training and upskilling or diagnosing and fixing issues relating to our suite of Microsoft Teams rooms equipment.

The hours of work are 35 hours per week Monday to Friday, with shifts covering core operating hours of 8am to 5pm., As a Colleague Service Desk Lead, you’ll lead, coach and develop the team to ensure that they deliver a high-quality customer experience, resolving incidents and requests within SLA, handling any escalations effectively. You will -

• Lead, manage and mentor the Colleague Service Desk team in order to ensure deliver of an excellent standard of service to our customers
• Motivate and appraise team members, including objective setting, monitoring performance and recruitment
• Develop and implement new strategies, policies and processes to maintain and continuously improve the quality of service delivery (CSIP) to all customers of Technology Services
• Support the management of 3rd party relationships that support service delivery for YBS
• Define metrics and Key Performance Indicators and ensure that service delivery reporting is of a high quality and delivered within agreed timelines
• Support the delivery of user security, incident and request management within agreed service level agreements within and outside of core business hours
• Support the management of Major Incidents, ensuring they are logged, progressed and resolved within the scope of the Major Incident Management Process
• Deal with customer escalations and complaints
• Collate, analyse, and evaluate data and information on client satisfaction, inquiry and complaint using this information to improve service delivery
• Keep up to date professionally on the subject of service delivery, making recommendation for policy, technological, service delivery processes and procedure change on this basis
• Manage the transition of new services into support with deliverables in line with agreed standards and procedures
• Represent the Colleague Service Desk team within wider IT and business meetings, building relationships with key business areas

You’ll have a proven track record working in and managing a service delivery team. In addition, you’ll be able to demonstrate -

• Excellent understanding of Service Management processes
• Familiarity in working within a technology driven environment
• Experience in delivering service improvements to improve customer service ITIL, v3 or 4 certifications would be beneficial
• External customer facing experience
• IT Security or Cyber Security would be beneficial
• Coaching, mentoring and leadership

At YBS we don’t have shareholders, we have members. We care about people and that includes you. So here, you’ll be respected for who you are, you’ll be able to bring your whole self to work, and you’ll have everything you need to build a long and rewarding career.

Flexibility. We offer a range of flexible working options without unsocial hours, which can help you find a healthy work-life balance. Whether it’s finishing early for an appointment or fitting your studies and hobbies in around your working hours, we can help make it work for you. We’re happy to talk flexible working and you can reach out to us anytime during the recruitment process to discuss this.

Development. We want you to feel challenged here. Whatever your ambitions, we’re committed to helping you develop your skills and move ahead in your career journey. From day one, we’ll set you up for success with a brilliant induction and full training plan, all designed to get you up to speed quickly.

Inclusivity. We’re passionate about creating an inclusive environment where everyone is welcome and able to be themselves. If you’ll go the extra mile to help our members, you’ll fit right in and feel you belong here.

About our Benefits

We offer lots of fantastic rewards that you can make the most of in and out of work, including:

• Holiday. You’ll get 25 days plus Bank Holidays, as well as the option to buy up to a further 5 days.
• Bonus. At YBS we work collaboratively and share in our success together, so when we reach our goals were all rewarded with an on target bonus of 7% of eligible pay (with the opportunity to earn up to a maximum 15%).
• Pension. We know how important it is to save towards the future, that’s why we’ll contribute up 11% into your YBS pension.
• Healthcare. Health and wellbeing are an important part of life at YBS, when you join us you’ll have access to a range of health benefits to suit your life including private medical insurance, dental and healthcare plans.
• My Benefits. When you join YBS you’ll have access to our self-service benefits portal, where you can access a range of retail, hospitality and health discounts.