Service Desk Team Lead

INSURANCE FOUNDATION OF INDIA; Leeds; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading technology company seeks an experienced Team Lead for its Intelligent Service Desk team in Leeds. The role involves operational leadership, managing staff, and ensuring effective support across various clients. Candidates should have a strong background in IT Service Desk operations and leadership, with a commitment to team improvement and service excellence.

Benefits

Hybrid working model

25 days holiday

Private Medical Health care

Pension contribution

Professional certifications supported

Retail discounts

Access to Employee Resource Groups

Qualifications

• Minimum 3 years in IT Service Desk with supervisory experience.
• Must be UK National able to achieve SC Clearance.
• Experience in performance reviews and managing priorities.

Responsibilities

• Manage day-to-day operations and support for multiple clients.
• Assist in team growth and development.
• Conduct ticket analysis and generate reports.

Skills

Organizational skills

Communication

Interpersonal skills

Planning

Teamwork

Education

ITIL Foundation

Tools

ServiceNow

Job description

Company Description

Join Netcompany in leveraging technological innovations to foster societal transformation.

Netcompany was awarded 5th position on the esteemed UK Top 50 Best Places to Work in the Glassdoor Employees Choice Awards for 2024. As one of the fastest growing technology companies, we are disrupting the marketplace and revolutionizing the way businesses operate. Our vision is to be the leading digital challenger in Europe whilst evolving the next generation of IT consulting.

Operating across both public and private sectors, we offer a comprehensive range of services from product design and engineering, digital strategy, data services & management (Machine Learning and AI), cloud migration to program delivery and service operations. Our offerings are designed to meet diverse business needs.

Job Description

We are looking for an experienced Team Lead to join our rapidly developing Intelligent Service Desk team. This role will provide operational leadership, alongside another Team Lead, for 20-30 staff. The primary responsibilities include managing day-to-day operations, ensuring effective support, and overseeing workload management for multiple Netcompany clients across various business sectors. Strong organizational, planning, communication, and interpersonal skills are essential.

Key Responsibilities

• Assist with supporting the growth and development of the Intelligent Service Desk team.

Qualifications

Key Skills/Experience/Qualifications:

• Minimum 3 years in an IT Service Desk with Shift Supervisor, Team Lead, or Junior Manager experience (or relevant experience as a Team Lead at Senior level within Netcompany).
• Must be UK National able to achieve SC Clearance.
• Must be available to work in the Leeds office on a consistent basis (minimum 60%).
• Experience in assisting with performance reviews, improvement plans, and disciplinary discussions.
• Managing multiple priorities and working effectively under pressure.
• Initiating and driving team and service improvement activities.
• Fostering teamwork by setting tasks and goals for team members.
• Understanding service status, commercial aspects, and delivery requirements.
• Supporting multiple clients across diverse environments.
• Enhancing the team's capability to deliver exceptional service.
• Conducting ticket analysis, identifying trends, and generating reports.
• Administering and reporting within ServiceNow (preferred).

Certifications Desirable

• AWS Cloud Practitioner,
• AZ-900, or relevant demonstrable experience.
• Microsoft Azure, Intune, and Office 365 knowledge and administration.
• Cloud monitoring toolsets.
• ITIL Foundation (a strong understanding of ITIL framework and best practices).

Additional Information

Benefits Include:

• Hybrid working model with some flexible working.
• 25 days holiday.
• Private Medical Health care via Vitality.
• Pension contribution, Life Assurance.
• Professional certifications supported as part of learning and development.
• A range of retail discounts to enhance your lifestyle, including restaurants, supermarkets, travel, leisure activities, and health and well-being services.
• Access to our Employee Resource Groups, which represent diverse backgrounds and provide a platform for colleagues to connect, learn, and support one another.

Company Information

At Netcompany, we pride ourselves on our entrepreneurial spirit and capacity for doing things differently. Our culture fosters low bureaucracy, high agility, and flexibility, enabling everyone to contribute their best.

Our journey began in the UK with the acquisition of Hunter Macdonald in 2017. As one of Northern Europe's most accomplished IT companies, we have expanded globally to over 7400 employees, with offices in the UK, Denmark, Norway, Poland, Holland, and Vietnam.

Netcompany is committed to an inclusive and barrier-free recruitment process. We operate a Disability Confident Interview Scheme, offering guaranteed interviews to all applicants with a disability who meet the minimum criteria. Please opt in if you wish to be considered under this scheme. For reasonable adjustments or support during recruitment, contact us at reasonableadjustmentsnetcompany.com.