Hybrid Service Desk Team Lead — ITIL & ServiceNow

Southern Water; Durrington; Híbrido; GBP 39 000 - 47 000; Tempo integral

Resumo da oferta

Southern Water is seeking a Service Desk Team Lead to steer a team delivering high-quality support for thousands of users across the organisation. You will lead daily operations, manage workloads, and drive improvements while coordinating with the Service Desk Manager to maintain excellent customer experience.

Hybrid role with two office days per week, shift-based patterns and an on-call rota. ITIL/ITSM expertise and ServiceNow experience are essential for success in this role.

Qualificações

• Experience leading a Service Desk team in an in-house IT environment.
• Experience working within an IT Service Management (ITSM) environment and knowledge of ITIL practices.
• Strong understanding of Service Desk performance metrics, SLAs and KPIs.
• Excellent customer service and communication skills with the ability to engage effectively across technical and non-technical audiences.
• Experience using ServiceNow ITSM.
• ITIL Foundation qualification, ideally ITIL 4 or above.

Responsabilidades

• Lead day-to-day Service Desk operations, ensuring services remain efficient, customer-focused and aligned to business needs.
• Managing team schedules and resource planning to ensure effective service coverage
• Acting as an escalation point for complex incidents and service issues.
• Leading Service Desk involvement during major incidents and ensuring clear communication throughout.
• Monitoring performance against service level targets, producing reports and identifying trends.
• Driving continuous improvement initiatives, knowledge management and process enhancements.
• Coaching, mentoring and developing Service Desk Analysts through regular feedback and development planning.
• Contributing to Service Desk strategy and roadmap.
• Deputising for the Service Desk Manager when required.

Conhecimentos

People leadership

ITSM

SLA/KPI management

Customer service

ServiceNow

Decision making

Stakeholder management

Formação académica

ITIL Foundation

Ferramentas

ServiceNow

TalkDesk

Descrição da oferta de emprego

Southern Water is seeking a Service Desk Team Lead to steer a team delivering high-quality support for thousands of users across the organisation. You will lead daily operations, manage workloads, and drive improvements while coordinating with the Service Desk Manager to maintain excellent customer experience.

Hybrid role with two office days per week, shift-based patterns and an on-call rota. ITIL/ITSM expertise and ServiceNow experience are essential for success in this role.