Service Desk Team Leader
Tannochside, Glasgow - Onsite

£30,000 - £35,000 + 15% Shift Allowance + Overtime

4 days on 4 days off shift pattern including day and night shifts

My client are looking for an experienced Team Leader to support an existing 24/7 Service Desk team. This is an opportunity to work with some of the key critical organisations in the UK.

The ideal candidate will be experienced in leading a team of technical staff, focusing on client satisfaction whilst complying with Services policies, procedures and best practices.

Job Description:

The Shift Teams are fully ITIL aligned working alongside the Service Desk 1st, 2nd & 3rd Line Network Support Teams, Senior Engineers and the Service Delivery Management Team. The ideal candidate will need to be able to provide the highest levels of support to the team delivering mission-critical services as well as excellent customer service to a variety of Local Government and Public Sector clients.

The shift team have responsibility for being the first point of contact for our customers when they log a fault via the phone or email. They work within strict SLA's to provide timely resolutions within a 95% SLA.

Key Responsibilities:

Ensure all tasks are allocated, owned and actioned across shifts - network monitoring, email and call handling, problem management etc
Process leadership to support 24/7 shift team
Support escalations of major incidents requiring senior management support
Manage relationship and processes between the NOC and Third Party Suppliers via Monthly meetings
Ensure that the customer is kept informed of the progress of the fault and the system is kept updated regularly
Participate in the development and performance management of the shift team
Drive continuous improvements in service
Own operational handover to ensure all activity are actioned and communicated effectively

Required Skills/ Experience:
Proven experience leading service teams within a technical environment
Experience dealing with 3rd Party Suppliers, escalating where appropriate, to ensure timely resolution of issues across a wide range of services
Ability to coordinate major Incidents, whilst ensuring BAU services continue to be supported to exacting SLA's
Excellent communication skills, both written and verbal, with proven ability to adapt as demands dictate
Experience working in an ITIL environment and adhering to strict SLA's
Ability to deliver consistent performance in a high-pressure environment with excellent attention to detail
Security Cleared or ability to achieve Security Clearance