Helpdesk Team Leader

Salary: £33,600 – £36,000 per year

We are looking for an experienced Helpdesk Team Leader for a market leading organisation based in Cirencester.

Established compoany with ambitious plans for growth

Opportunities for development within the company

Expanding company offering excellent career prospects

Market leaders

The Role:

Reporting directly to the Service Manager you will be responsible for the day to day running of the UK Service Desk the purpose of the role is to ensure the smooth, efficient, accurate and robust running of the Service Desk

Service Desk Team Leader Functions

1. Provide leadership and support for all members of the service desk team on a day-to-day basis

2. Mentor and encourage new starters so that they are integrated into the team

3. Ensure all shift patterns are in place to always give continuous and robust cover

4. Communicate the shift pattern rota to all members of the team so there is no ambiguity

5. Maintain operational documentation to the required standard

6. Maintain training documentation to the required standard

7. Identify training requirements amongst the team and ensure that the training is implemented

8. Work closely with the service and operations management team to co-ordinate maintenance support tickets

9. Collaborate with the engineers (both internal and external) to ensure timely service is provided to the customer

10. Be a point of initial escalation when issues arise and work with customers and colleagues alike to ensure smooth resolution

11. Take part in the escalation duty manager rota (1 x 7 period per month) which acts as an out of hours support mechanism for the service desk

12. Assist in the provision of quotes to customers for the provision of “non-contract”, chargeable requests

13. Ensure that all chargeable tickets are processed for invoicing by the end of each month

14. Produce the required month end customer reporting packs, this may be delegated to the team, but it will ultimately be the Team Leader’s responsibility to make sure that it is done

15. Administration duties and guidance to include, overtime forms, mileage sheets and congestion charge costs incurred by the field engineers

16. Deliver concise and timely information as requested by the management team

Qualifications & Competencies

(Knowledge, behavior, skills and capabilities required for success in this role)

5 GCSE’s grade 4-9 (or A to C if qualification sat before the 2019 exam board changes)

2 x A’ level or equivalent grade A to C

Minimum 12 months experience in a similar role