Team Leader

Undisclosed Company
Peterlee, County Durham
£18000 - £23000 per annum
16 Sep 2016
23 Sep 2016
Job Type
We have an exciting opportunity to recruit a Team Leader for our Client based in Peterlee. The successful candidate will be responsible for managing a team of Service Desk Agents ensuring the maximum performance and utilization of information systems for customers on behalf of our Client.

Key Responsibilities:
- Managing incidents and requests, ensuring they are resolved effectively and efficiently against service level agreements
- Managing call queues, service desk tickets or logged incidents/requests, where relevant
- The monitoring of all appropriate dashboards
- To manage the workload of the 1st Line Support team and to ensure that 2nd/3rd Line escalations are managed
- To ensure the defined Incident Management processes and procedures are adhered to by staff
- To continuously evaluate the existing processes and procedures relating to Incident/Request Management
- Act as an escalation point for customer complaints, set expectations and keep them informed of progress
- Responsible for ensuring the delivery of high service standards at all times to both internal and external customers/clients
- Liaise with the quality department to identify quality issues and carry out the required number of quality observations on a monthly basis
- Identify skill gaps within the team and liaise with the training department to arrange the delivery of appropriate training
- The post holder will be required to manage all HR processes within their team and maintain a sound understanding of HR policies. Such as absence management/reporting, return to work meetings, recruitment, and dignity at work. List not exhaustive.
- Adhere to all Manpower policies found in the employee handbook as well as site specific policies such as absence management.
- Adhere to the Client' policies and procedures relevant to contingent workers such as security and site health and safety.
- Educate and encourage adherence of staff on the relevant policies and procedures.

Essential Skills/ Experience:
- An excellent understanding of the Service Desk Environment
- Excellent communication skills at all levels
- Highly professional attitude and ability to encourage others to portray a professional attitude
- Excellent ability to work under pressure and meet targets
- Excellent organisational skills and ability to prioritise workloads for self and others
- Highly customer focused
- Ability to manage conflict and resolve complaints
- Excellent people management skills
- Excellent leadership skills
- Good general knowledge of IT
- Proficient in the use of Microsoft software packages
- Proficiency in the use of logging tools and ability to develop a proficiency in similar tools

Desired Skills/ Experience:
- Previous experience within a similar role
- Good knowledge of ITIL processes
- Relevant ICT qualifications
- ITIL Qualifications
- Customer Service Qualifications
- GCSE A*- C in Maths and English or equivalent

Due to the business needs of this role SC security clearance is an essential requirement. If applicants do not currently have SC clearance they must have photographic ID in the form of a passport or driving license, that is in date and reflects the applicants current address.

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