1st Line/Service Desk Team Leader

Anderson Scott Solutions Ltd
£22,000 per annum
31 Jul 2017
20 Aug 2017
Contract Type
Full Time

Job title: 1st Line/ Service Desk Team Leader

Location: Telford

Salary: £22000-£30000+Benefits

To act as a customer ambassador in the provision of high quality services experienced through interactions with our Service Desk. To ensure the Service Desk is fit for purpose through day to day management of the team. To promote the activities and excellence of the Service Desk internally and externally.

The role will have responsibility for supervising the day to day operations of the service desk team and you will be required to assist and support the team in all aspects of their operations. High standards must be kept and you will be responsible for ensuring that customer satisfaction and adherence to SLAs are maintained at these levels.


  • Good general standard of education
  • ITIL awareness
    (ITIL V3 Foundation minimum, Practitioner preferred)
  • Customer Service exposure (practical experience)
  • SDI {Service Desk Institute} interactions (SDI Service Desk Analyst qualification).
  • Strong technical awareness (Virtual environments & Cloud based technology)
  • Previous Team leadership experience
  • Any Service Management exposure a definite advantage as is exposure to Service metrics

Communication skills:

  • As this role will sometimes be required to deputise for the Service Desk Manager communication is key.
  • The successful candidate must be able to communicate clearly to both the Service Desk analysts as well as the directors with equal efficiency and clarity.
  • The ability to actively listen and empathise with customers in driving positive outcomes is vitally important

Management skills:

  • The role has several direct reports and so a certain management style is required to mentor, coach and support the team.
  • Conduct performance reviews for the team and provide coaching and development as required.
  • Monitor, evaluate and influence the behaviours of the analysts to impact and optimise team performance.
  • To develop, invest time and train the team in the pursuit of excellence.

The Service Desk Team Lead will fulfil the following responsibilities:

• Co-ordinate and closely monitor the analysts' daily activities.

• Liaise closely with Service Desk Manager and other departmental managers and team leaders to ensure all activities are integrated.

• To assist the team to meet SLA requirements using all available resources.

• Manage, plan and prioritise operations.

• Liaise with relevant service desk staff to ensure all reported issues are escalated.

• Assisting the Service Desk Manager implementing departmental goals and changes in line with company objectives.

• To ensure all customer complaints and unresolved technical problems are resolved and / or escalated as per internal escalation procedures.

• Conduct performance reviews for the team and provide coaching and development as required.

• Be responsible for influencing Service Desk health and provision of service desk reporting metrics.

The Successful Service Desk Team Lead will have the following technical skills and experience:

  • Strong Customer service experience and awareness and practical experience of translating this in to actions
  • Able to build key relationships internally at all levels as well as with external customers.
  • Determined and resilient with experience of working in a dynamic and challenging working environment.
  • Leadership; provides and communicates inspiration and clear direction for the team which is in line with the organisation's goals, mission and values.
  • Performance management; manages the performance of others fairly, clearly and regularly, encouraging and supporting the team to achieve high standards
  • Planning and organisational skills; able to plan and prioritise and deal effectively with unexpected changes.
  • Communication and team working; works co-operatively with others to achieve a common goal and communicates information in a clear, concise and accurate manner.
  • Problem solving and decision making; analyses information appropriately in order to find best solutions and takes a balanced view to reach logical conclusions and make relevant decisions.
  • Commitment to results; is committed to obtaining results through taking responsibility, demonstrating a positive attitude and ensuring quality is built into work.

If you would like to be considered for this role, then please forward your CV for immediate feedback or interview.