Service Desk Team Leader

Babcock; Portsmouth; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

A leading company is seeking a Service Desk Team Leader for their Lakeside, Portsmouth site. This full-time role involves leading a team to provide exceptional customer service and technical support. The position offers hybrid working arrangements and requires proven leadership experience. Candidates must be UK nationals capable of achieving security clearance. The company provides a competitive salary and a generous benefits package including holiday allowance and professional development opportunities.

Benefits

Generous holiday allowance

Matched contribution pension scheme

Access to a Digital GP

Employee share scheme

Employee shopping savings portal

Payment of Professional Fees

Reservists special paid leave

Holiday Trading

‘Be Kind Day’ for volunteering

Employee assistance programme

Qualifications

• Proven employee leadership experience in a service desk environment.
• Experience working within a HR structure team.

Responsibilities

• Lead and motivate a team of Service Desk analysts.
• Ensure staffing levels are maintained during operational hours.
• Conduct performance reviews and training.

Skills

Leadership

Customer Service

Team Development

Job description

Job Title: Service Desk Team Leader
Location: Lakeside, Portsmouth + Hybrid Working Arrangements
Compensation: Competitive Salary + Benefits
Role Type: Full time / Permanent
Role ID: SF63583

At Babcock we’re working to create a safe and secure world, together, and if you join us, you can play your part as a Service Desk Team Leader at our Lakeside, Portsmouth site.

The role
As a Service Desk Team Leader, you’ll have a role that’s out of the ordinary. Ensure staffing levels are maintained during operational hours, ensuring the team have sufficient training to demonstrate exceptional levels of customer service and a high degree of technical knowledge.

Day-to-day, you’ll lead, develop and motivate a team of Service Desk analysts, Support Technicians and System Administrators, to meet agreed service levels and provide exceptional levels of customer satisfaction.

• Ensure the team achieves targets for quality, call handling and first-time fix and completing regular one-to-one performance and annual appraisal reviews.
• Ensure staff have received sufficient training, enabling them to demonstrate exceptional levels of customer service and a high degree of technical knowledge. Working with relevant SME’s to ensure these agreed standards are met.
• Identify and address any initial issues in connection with Absence Management, Capability, disciplinary, employee welfare, in conjunction with the HR department and the Service Desk Manager.
• Identify and address any skills gaps with effective team mentoring, cross skilling, internal training, and /or flagging any areas that require additional or external support to the Service Desk Manager
• Ensure staffing levels are maintained during operational hours by adjusting shift patterns to allow for holidays, sickness etc.

This role is full time, 40.5 hours per week and provides hybrid working arrangements on weekends and bank holidays. Shift pattern is 12-hour shifts, 4 on, 4 off with the earliest start 6.30am and latest finish 8.30pm. You will participate in an on-call rota for 1 weekend in every 5.

Essential experience of the Service Desk Team Leader

• Proven employee leadership experience, ideally with “hands on” management of a team of service desk analysts, within a similar team size and call volume environment.
• Experience working within a HR structure team.
• Managing development of a team, organising and supporting training of colleagues and conducting one-to-ones

Qualifications for the Service Desk Team Leader
We value difference and don’t have a fixed idea when it comes to background or education, provided you can show the required level of experience then we would like to hear from you.

Security Clearance
The successful candidate must be a sole UK national who is able to achieve and maintain Security Check (SC) and Developed Vetting (DV) security clearance for this role.

Many of the positions within our company are subject to national security clearance and Trade Control restrictions. This means that your eligibility for certain roles may be affected by your place of birth, nationality, current or former citizenship, and any residency you hold or have held. Further details are available at United Kingdom Security Vetting: clearance levels - GOV.UK (www.gov.uk)

What we offer

• Generous holiday allowance
• Matched contribution pension scheme, with life assurance
• Access to a Digital GP, annual health check, and nutritional consultations through Aviva DigiCare+
• Employee share scheme
• Employee shopping savings portal
• Payment of Professional Fees
• Reservists in the armed forces receive 10-days special paid leave
• Holiday Trading is a benefit that allows the majority of employees to buy additional leave or to sell up to one working week of annual leave from their annual entitlement
• ‘Be Kind Day’ enables employees to take one working day's paid leave a year (or equivalent hours) to undertake volunteering work with their chosen organisation or registered charity
• Excellent development opportunities and benefits package including an employee assistance programme supporting physical, mental and financial wellbeing
• Flexible locations

Babcock International
For over a century Babcock has helped to defend nations, protect communities and build a better world. To continue, we must adapt, advance and be a sustainable business with a shared goal.

We are a disability confident committed employer. If you have a disability or need any reasonable adjustments during the application and selection stages, please [e-mail] the subject header ‘Reasonable adjustments requirement’. We’re committed to building an inclusive culture where everyone’s free to thrive. We are happy to talk about flexible working – please ask about alternative patterns of work at interview.

Closing date: 02/05/2025

#LI-SF1