Service Desk Team Lead

Sharp Gaming; Manchester; On-site; GBP 32,000 - 42,000; Full time

Job summary

A leading company in the gaming industry is looking for a Service Team Lead to oversee its 24 x 7 Service Desk function. This role involves managing incidents and service requests while enhancing service delivery through established ITIL processes. The successful candidate will lead a dynamic team and drive continuous improvement initiatives to meet business objectives.

Benefits

Monthly pension contribution

Enhanced parental leave

Refer a Friend program

Health & wellness benefits

Employee assistance program

Qualifications

• Experience in leading IT service management projects.
• Familiarity with ITIL processes and best practices.
• Proven experience in stakeholder engagement within a corporate environment.

Responsibilities

• Manage the day-to-day operations of the 24 x 7 Service Desk.
• Analyze service delivery performance and implement improvements.
• Facilitate effective communication and knowledge sharing.

Skills

Leadership skills

Stakeholder management

Knowledge of ITIL

Technical support experience

Education

ITIL Foundation V4 certification

ITIL Intermediate or greater

Job description

About Us

Our mission is to dominate the betting and gaming industry on a global scale and we need the very best Tech talent to help us achieve this.

We recently migrated all of our customers onto our very own proprietary platform - so it's an exciting time to join us. With the help of our new platform, we're able to pioneer new products and drive more advanced, creative technologies. The result? Unrivalled experiences for millions of customers worldwide.

Betfred's Technology department is driven by innovation, and you'll be at the heart of unlocking our new platform's potential. So, if you want to help shape the future of betting and gaming, then it's to time to join us.

Job Purpose

The Service Team Lead at Betfred Technology will be responsible for the day-to-day management of the 24 x 7 Service Desk Function for the Betfred Group, taking ownership of all incidents and service requests and ensuring they are processed in-line with Dept SLA’s and adhering to defined processes.

Working closely with wider Tech Ops functions, the Service Desk Team Lead will look to mature existing processes and develop working practices to improve productivity and performance across IT Service, keeping Business and IT Governance requirements at the forefront.

Job Duties

• Ownership and management of all incidents and service requests and ensure all are handled according to agreed procedures.

• Analyse service delivery performance to identify actions required to maintain or improve levels of service.

• Initiate and report on actions to maintain or improve levels of service.

• Ensure the effective triaging of all new tickets/ requests ensuring they are assessed in line with Dept process and responded to within agreed SLA’s by ensuring the appropriate solutions (KEDB),training, support models and processes are in place.

• Maintain positive relationships with all customers, assessing feedback and continually developing working practices to meet customer requirements.

• Act as a point of escalation for Service Desk Agents, providing the necessary insight/ expertise to aid ticket resolution.

• Maintain positive relationships with IT Service customers, ensuring that Dept performance and processes continue to meet Business and Governance requirements.

• Facilitate sharing, collaboration and communication of knowledge. Implement specific knowledge management initiatives and monitor the use and impact of knowledge.

• Interrogate existing knowledge content to identify issues, risks, and opportunities.

• Highlight trends and recurring incidents to help facilitate effective Problem Management.

• Allocate routine tasks or project work, in line with team objectives and individual capabilities. Monitor quality and performance against agreed criteria to make learning recommendations or to escalate concerns.

• Manage annual leave for all Service Desk staff, ensuring suitable resource capacity is maintained, alongside management of 24 x 7 Service Desk rota, ensuring resource requirements are met and ad-hoc Business/ Major Event considerations are fulfilled.

• Coach colleagues in developing target skills and capabilities in line with team and personal goals via 121 meeting and PDPs.

• Develop a training framework that enables effective coaching and development of IT Service Desk function, as well as overseeing a formal ‘onboarding’ program for new team members.

Knowledge, Skills and Experience

Essentials:

• Familiarity with the processes and tasks described within ITIL, for IT Service Management.

• Experience in leading/ facilitating technical implementation of hardware, software/ application, and service projects.

• Previous technical experience working within a Support team/ role.

• Leadership skills enabling the encouragement and development of a large team.

• Excellent stakeholder management skills, comfortable communicating with IT Technicians, Partners, Executive members, and Vendors/Suppliers, with ability to communicate complex technical matters effectively at all levels.

• Demonstrable experience of participation in heavily regulated corporate environment.

• Involvement in delivery of ITIL Service Management practices of Request Fulfilment, Asset Management, Access Management & Security Response Plans.

• Evidence of experience working to KPIs/ SLAs.

Desirables:

• Proven Digital Service experience

• Excellent planning and organisational skills.

• Experience in Gambling/Gaming sector advantageous.

Qualifications:

• ITIL Foundation V4 certified

• ITIL Intermediate or greater desirable

What is in it for me?

• £32,000- £42,000 per annum, depending on experience

Be Rewarded:

• Earn Extra Rewards: Unlock bonuses and incentives to enhance your income.

• Secure Your Future: Build a nest egg with monthly pension contribution, helping you prepare for the future.

• Family Support: Access enhanced Maternity & Paternity Pay to help you prepare for new additions to your family.

• Refer and Earn: Cash-in on our 'Refer a Friend' programme – we're always looking for exceptional individuals like you!

• Peace of Mind: Benefit from a death in service benefit, though we hope you'll never need it.

• Save Smart: Enjoy discounts and cashback offers from a diverse range of high-street and online retailers, saving on everyday essentials and indulgences.

Get Recognised:

• Celebrate Longevity: Join our long-service recognition programme, honouring the dedication of our loyal team members throughout their careers.

• Peer and Manager Acknowledgment: Recognise and be recognised for your achievements, earning points redeemable with over 700 global retailers.

• Life's Milestones: Receive a gift to celebrate the birth of a baby, adoptions, and weddings, along with an extra day off for your wedding day.

Feel Valued:

• Always Accessible Healthcare: Benefit from a 24/7 virtual GP service for you and your family, ensuring prompt health answers that fit your schedule.

• Prioritise Mental Wellbeing: Utilise an independent service to identify and receive mental health support, including face-to-face counselling and self-help resources.

• Financial Wellbeing: Optimise your budget with our financial wellbeing package, offering real-time earnings tracking and early access to earned pay to help support you with unexpected bills.

• Savings Made Easy: Set up salary-based savings and earn a 5% boost through our savings scheme.

• Personalised Financial Guidance: Access one-on-one support from an independent Financial Coach.

• Comprehensive Assistance: Confidentially address life challenges through our Employee Assistance Programme, covering childcare, family matters, relationships, addiction, legal issues, financial concerns and more.

• Holistic Wellbeing Tools: Explore a wide range of resources for physical, mental, nutritional, and financial wellbeing through our Wellbeing App.

• Eye Care Benefits: Enjoy complimentary eye tests and contributions towards single lens prescriptions for VDU users.