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Service Desk Team Leader

  • Salary: £30000 per annum + benefits
  • Job type: Permanent
  • Location: Portsmouth, Hampshire
  • Sector: Infrastructure & Support
  • Date posted: 18/09/2017
  • Job reference: J374197A

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Service Desk Team Leader- up to £30,000 plus benefits. FTSE 100 organisation.

I am recruiting a Service Desk team leader on behalf of a FTSE 100 organisation and market leader across a number of industries.

As the Service Desk Team Leader you will lead, develop and motivate a team of Service Desk analysts, to meet agreed service levels and provide exceptional levels of customer satisfaction.


  • Ensure the team achieves targets for quality, call handling and first time fix.
  • Daily, weekly and monthly reporting on service and team performance
  • Assist the analysts when call volumes peak or when additional expertise is required.
  • Ensure staff have received sufficient training, enabling them to demonstrate exceptional levels of customer service and a high degree of technical knowledge.
  • To perform as part of the team within the Technical Service Desk, this will include but is not limited to; carrying out work requests, logging all incidents and requests received via phone, email or other means to agreed standards, when required.
  • To utilise problem analysis techniques to diagnose and rectify technical problems and queries following first line fix criteria, when agreed.
  • To complete regular one-to-one performance reviews and annual appraisal reviews.
  • Identify and address any initial issues in connection with Absence Management, Capability, disciplinary, employee welfare, in conjunction with the HR department and the Service Desk Manager
  • Identify and address any skills gaps with effective team mentoring, cross skilling, internal training, and /or flagging any areas that require additional or external support to the Service Desk Manager
  • Identify and deliver service improvement activities to enhance customer service and develop the service
  • To report any issues, either people or process related, to the Service Desk Manager for review
  • To assist in the recruitment process for new service desk staff
  • Ensure staffing levels are maintained during operational hours by adjusting shift patterns to allow for holidays, sickness etc
  • Escalate as appropriate to ensure a prompt restoration of service arranging for the relevant 2nd and 3rd line specialists to address and resolve incidents
  • To provide Incident and Major Incident Management as part of Service Delivery, ensuring communication back to the customer and the Service Desk analysts
  • Cover for the other Service Desk Team Leader and Service Desk Manager, as appropriate for periods of holiday or absence.

Ideal Candidate

  • Proven, technical and employee leadership experience, ideally with "hands on" management of a team of service desk analysts, within a similar team size and call volume environment
  • ITILv3 Foundation certification
  • Excellent working knowledge of Active Directory, Exchange, Remote Assistance/Desktop, and Server Infrastructure
  • Experience of direct contact with customers
  • Incident Management experience

This is an excellent opportunity for to work for a FTSE 100 organisation and enjoy a challenging and progressive career.. If you are career focused and would like to work with a market leading organisation get in touch on 0117 9309 726 or

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