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Service Desk Team Leader

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Overview

Technology

Full Time

Closes 07/05/25

Bogotá

Full Time

Closes 07/05/25

Who we are looking for

A Service Desk Team Leader, who will oversee the provision of 1st line internal customer service and resolution of IT related issues that our users encounter in their day to day roles.

You will work directly with our service desk team who are located at our offices based in Stoke-on-Trent and Manchester, while being responsible for the day to day running of our Stoke-on-Trent based service desk team. Proficiency in English and Spanish is essential for effective communication.

You will generate reports and statistical information for management and call monitoring, whereby quality and accuracy is measured using specific criteria and metrics, with the aim of providing effective coaching and feedback.

With new initiatives and technology being introduced into the team, you must be passionate and self-motivated to help shape and spearhead the integration, while contributing to the overall continuous service improvement plan.

You will be expected to build effective working relationships with the department and key Business stakeholders.

Preferred skills and experience

Proven experience in an IT support environment, with a strong background in leading service desk teams.
Exceptional communication and interpersonal skills, with the ability to effectively engage with team members and stakeholders at all levels.
Strong multitasking abilities, with a track record of managing multiple priorities and streams of activity in a fast-paced environment.
Excellent time management skills, demonstrating the ability to meet deadlines while ensuring high-quality service delivery.
Passion for mentoring and developing team members, fostering a culture of continuous improvement and professional growth.
Proficient documentation skills, ensuring that processes, procedures, and knowledge bases are accurately maintained and updated.
Flexible, hands-on approach with a positive attitude towards work, inspiring the team to deliver exceptional customer service.

Main Responsibilities

Prioritising and managing the workload of technicians, ensuring that their work is completed in a timely manner.
Resource planning of the service desk, ensuring it is sufficiently covered 24/7 and during peak periods.
Monitoring the quality of work against agreed performance criteria and identifying training requirements.
Conducting regular coaching, review, feedback and briefing sessions.
Acting as a point of escalation for the team.
Ongoing development of the training plan to train new engineers to a consistent standard.
Ensuring all procedural documentation, articles and guidelines remain up to date, accurate and are adhered to.
Producing management reports and KPI statistics.
Conducting interviews and providing feedback on potential candidates.
Increasing efficiency via automation or manual tasks, reducing complexity and making recommendations to improve the customer experience.

Want to become part of the team?

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The benefits of working with us

Bonus Schemes

Recognition for your performance and hard work.

Company Pension

Preparing you for later life with a top pension.

Employee Discount Programme

An exclusive programme with opportunities to save money with hundreds of retailers.

Eye Care

In a digital world, we help take care of your vision.

Employee Assistance Programme

Supporting the wellbeing of you and your family.

Income Protection

Your income is protected, just in case.

Life Assurance

Peace of mind for your family in any eventuality.

Life Events and Long Service

To celebrate your big occasions, dedication and hard work.

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