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UK: Service Desk – Shift Team Leader


We currently have an excellent opportunity for a Service Desk –¬†Shift Team Leader to lead and develop the 1st line team within the Business Systems Operations department based at Broadway Park in Edinburgh.

Reporting to the Service Desk Manager, this role requires a highly motivated, resilient and flexible individual who is focussed on achieving results. You will be responsible for the delivery of operational service targets on a 24 x 7 basis through the effective management of a team of Service Desk Analysts.

Key responsibilities include:

  • Delivery of key daily and monthly performance reports.
  • Managing incidents and requests.
  • Interfacing with support groups and third parties.
  • To lead, manage and motivate your team to achieve targets and objectives
  • Setting team objectives and reviewing through the PDP process.
  • Coaching and training.
  • Ensure process and procedure compliance through regular communication and training
  • Identification and implementation of Service Improvement Initiatives.
  • Implement and manage shift plans and rostering to meet demands.

Candidates should ideally be educated to degree level or equivalent with relevant experience of managing teams in a similar support environment. You should have some knowledge of ITIL Implementation with the Foundation Certificate being preferable. Experience of rostering / shift pattern service skills and functional reporting is key.

As this is a fast paced and reactive environment, the successful candidate, in addition to displaying a flexible attitude should be able to work well as part of a team and have the ability to plan and organise their own workload. Strong influencing skills, with the ability to challenge and demonstrate a logical approach to problem solving will ensure the individual can deliver results in the role.

More info here

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Monday, January 22, 12:22 am

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