Base pay range

As a Service Desk Team Leader, you will be responsible for assisting the Head of Service Desk in overall operations of the Managed Service Team. This will include management of your own team and working towards a select set of objectives including SLA’s, XLA’s and overall team performance with other team leaders to improve our customer experience. You will also be dealing with escalation’s, complaints and improving process and procedures within the team.

Job Role Responsibilities

Personal and Team Development: 55%

• Act as a role model for delivering results for enthusiasm and enjoyment of your work for teamwork, for coaching and mentoring of colleagues and team members and for professional standards of behaviour
• Train and coach members of the Service Desk (1st Line & 2nd Line) & Field to ensure that their knowledge grows with the role
• Responsible for Quarterly reviews within the 3rd line team
• De...