Service Desk Team Leader

2gether Support Solutions Limited; Canterbury; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

25 days annual leave + bank holidays

Company Pension

Onsite childcare facilities

Blink- Staff communications app

Viv up- Staff discounts & wellbeing

Discounted food in canteen

Blue Light Card access

Travel discounts and more

Job summary

2gether Support Solutions is seeking a Service Desk Team Leader based at Kent and Canterbury Hospital on a full-time, permanent basis. Helpdesk Team Leaders are an integral part of the management team in a busy and varied environment.

The role requires leading a 7 days rota, ensuring KPIs are met, and handling escalation and coaching. A shift pattern including evenings and nights supports a 24/7 service desk.

Qualifications

• Experience leading a helpdesk or service desk team.
• Strong IT literacy and excellent written and verbal communication.
• Ability to manage KPIs and coordinate a multi-site team.

Responsibilities

• Daily management of a large 7-days rota to cover shifts.
• Ensure maintenance and licenses are up to date on helpdesk equipment and software.
• Provide reports and performance data for management.
• Coach the team and escalate customer complaints as needed.
• Respond to complaints on behalf of the company.

Skills

Team leadership

KPI management

IT literacy

Communication skills

Problem solving

Stakeholder management

Job description

2gether Support Solutions is a Facilities and Estates services company providing support to healthcare professionals caring for over 2000 patients daily across multiple East Kent hospital sites. 2gether provides vital services including maintenance, cleaning, catering, procurement, logistics and much more. We have an exciting opportunity to join us as a Service Desk Team Leader, based at Kent and Canterbury Hospital on a full time, permanent basis. Helpdesk Team Leaders are an integral part of the management team in a busy and varied environment. The Helpdesk team currently handle approximately 31,000 calls per week. As the Team Leader, you will effectively lead and manage the team to ensure the highest level of customer care and satisfaction at all time whilst ensuring KPIs are met and exceeded wherever possible whilst undertaking Helpdesk duties via the telephone system. Due to the nature of the service covering a 24/7 period, you will be required to work a shift pattern: 37.5 hours per week on a shift pattern, covering weekends and evenings / nights to support the service desk team.

The role

• Daily management of a large team who work on a 7 days rota on a shift basis, including reorganising staff rotas to accommodate staff absence/changes.
• Ensuring maintenance and licences are up to date on Helpdesk equipment and software.
• Provide accurate reports to management to ensure the service is managed efficiently.
• Collate and present performance data and analyse data to provide effective management information.
• Manage annual leave and sickness absence of the team.
• Act as the first line of escalation for the team to resolve issues, including complaints.
• Coach the team on an individual and group basis as required.
• Responding to complaints on behalf of 2gether Support Solutions.

The person

• You will have a working knowledge of Helpdesk functions, ideally within the Facilities Management industry.
• Previous experience of effectively leading a team including KPI management experience.
• Strong IT literacy and excellent communication skills, both written and verbally (in person and via telephone).
• Effective problem solving and decision making whilst maintaining a strong customer focus.
• Due to the nature of the Helpdesk service and volume of activity within the team, the ability to deal with emergencies and high pressured situations in a calm and rationale manner is essential.
• Strong stakeholder management skills, both internally (within 2gether Support Solutions) and externally; the customers using the service desk (patients, GP's, emergency services, visitors etc) and the Trust (East Kent Hospital University Trust).

What we offer

• 25 days annual leave + bank holidays with the opportunity also to buy or sell leave.
• Company Pension
• Onsite childcare facilities
• Blink- Staff communications app
• Viv up- Staff discounts & wellbeing platform
• Discounted food in canteen
• Access to the blue light card
• We offer discounts and savings that make a difference to you including:
  • Discounted travel, accommodation, airport parking, holidays, skiing and travel extras
  • Subsidised bus pass
  • Health and beauty, gifts, toys, fashion and entertainment
  • Training and development opportunities including BICS and functional skills training

Social values are at the core of 2gether Support Solutions. We are committed to fostering a diverse and inclusive workforce that truly represents our local communities. We welcome applications from individuals of all backgrounds, abilities, and experiences. As a Disability Confident employer, we actively encourage and support candidates with disabilities throughout the recruitment process and beyond, ensuring equal opportunities for all.