Service Desk Team Lead

Overview of role:

The Service Pod Manager is a critical role that oversees and ensures the effective operation of the Service Pod(s) and as a result the service provided to our customers. You will be responsible for ensuring exceptional levels of support and service is provided to customers in accordance with defined KPIs, SLAs and with a focus on positive customer outcomes. You will ensure the team communicates with customers using appropriate channels, whilst ensuring all communications, ticket notes and time limits meet our quality standards. You will be working with other Service Pod Managers, to ensure collaborative and effective service delivery is achieved and maintained across all Service Pods.

Key Accountabilities:

• Pod Management; Day to day management, coaching, development and performance management of Service Desk Engineers.

• Service Level Agreements; Ensuring SLAs for all tickets are met and implemented appropriately.

• Key Performance Indicators; checking in KPI goals for your team, identifying trends.

• Calls; ensuring appropriate staffing and level of cover for call quantities

• Tickets; ensuring tickets are resourced appropriately and are being actioned in a timely manner.

• Escalations; ensuring there is an appropriate escalation avenue for the ticket journey.

• CSAT: identifying worse than best results and investigating.

• Personnel: Responsible for recruitment, induction, training, rota’s, appraisals, one-to-one performance assessment, and mentoring.

Primary tasks:

• Ensuring effective management of all service tickets processed by the service pod. Including ensuring effective notes, time recording, and closure of service tickets takes place.

• Ensuring adherence to KPI and SLA targets.

• Help align service pod strategy to that of the wider organisation.

• Manage the service pod operation and take responsibility for performance, people satisfaction, leadership, and direction.

• Be involved in Service review meetings and tenders.

• Complaint and relationship handling. Assisting oversight of critical incidents.

• Work with other Team Managers, Team Leaders and Service Delivery Managers to ensure positive outcomes for our customers.

• 1 to 1 performance reviews and disciplinaries.

• Liaising with HR regarding people issues, recruitment, etc.

• Being available to work out of hours.

Secondary tasks:

• Oversee normalisation of ConnectWise tickets.

• Distribution communications to all relevant parties about planned and unplanned service disruptions.

• Ensuring the effectiveness and relevance of the service desk policies, procedures, check lists, guides, etc

• ISO9001 (and 27001) audit preparation and improvement.

Responsibilities:

• Manage and control the service pod and ensure that all operational requirements are delivered.

• Ensure that staffing levels are maintained throughout operational hours and adequately resourced to reflect peaks and troughs in the workload.

• Ensure the Service Pod is aware of changes and the potential effects on delivery of services.

• Take direct responsibility for all service pod staff and advise and mentor them as required.

• Help monitor and review of performance targets, produce and report on performance matrix, etc.

• Provide input and help to improve the development of the resource models, assist the Service Manager(s) in operational planning and in managing budgets, that cover areas such as training, recruitment, and infrastructure.

• Represent the Service Pod at meetings.

• Assist with staff training and business awareness.

• Communicate and form good working relationships, with senior management.

• Monitor, moderate, and create process documents and regularly check for adherence to these processes through call and ticket monitoring and reviews.

• Being responsible for ensuring information and time entries are accurately recorded in the service management tool and that they meet our standards.

• Co-ordinating with other teams and third parties, to ensure that service outages, or other activities, are correctly communicated to the business and/ or affected users.

• Work with the Service Assurance team, to ensure Change Control and Problem Management processes are followed.

• Develop and maintain knowledge and skills and keep up to date with new processes, procedures, and developments in the IT industry.