Service Desk Team Lead

Description

Service Desk Team Lead
My client, A market leader in point of sale, forecourt and loyalty solutions, urgently require a Service Desk Team Lead to join their team at their Head Office in Hampshire.

Working Hours: 40 hours per week between the hours 6am 11pm Mon Sunday on a Rotation basis (based on 8 hour days)
These hours are subject to change depending on business needs

OVERVIEW

1st escalation point for your Team
Confidence to escalate issues, problems, complaints to your Line Manager in a timely manner
Floor walking distribute calls within the team whilst maintaining contractual SLAs and providing "over the shoulder support" for your colleagues. Monitoring Lunches and Breaks
Managing Sickness, Holidays and any other time off with agreement from the Line manager and making sure rotas are up to date. Agreeing and monitoring overtime
Managing staff timesheets
Working to specific targets and KPIs, and escalating problems achieving these to your Line Manager
Actively reducing the On Hold and out of SLA lists daily
Managing Alerts in a timely manner
Keeping Verisae and Callreg (and any other call logging systems introduced) up to date
Managing distribution of project work installs, upgrades, rollouts etc via agreement from Management team and liaising with the Technical LeadTeam.
Providing constant support to your team and opposite number(s)
Sourcing relevant training (In house and external) via agreement from your Line manager
Develop an understanding of ITIL processes
Continued self-improvement, to achieve expert knowledge in all areas of products, willingness to undertake an NVQ in Team Leadership
Managing and updating the MI information for all colleagues and keeping the bonus stats up to date
Constant telephone monitoring of staff and maintaining yearly one to ones with staff
Encouraging development within the team and making sure colleagues are put on progression as and when is mutually agreed

For more information, please call Lee Barham on /