Service Desk Team Leader (24x7)

Northgate Public Services; Tees Valley; On-site; GBP 45,000 - 65,000; Full time

Job summary

A leading technology service provider in the UK is seeking a Service Desk Team Leader to oversee IT Service Desk and Incident Management processes. The role involves managing a distributed team, ensuring compliance with ISO standards, and working closely with stakeholders. The ideal candidate should have significant experience in service management and leadership skills. This position offers a competitive salary and generous benefits, including private medical cover and a pension plan.

Benefits

Private Medical Cover

25 days paid holiday

Life assurance cover

Group Pension Plan

Access to LinkedIn Learning

Qualifications

• Demonstrable experience in managing service desks and incidents.
• Ability to manage and develop a cohesive team across locations.
• Strong verbal and written communication skills.

Responsibilities

• Lead the Service Desk function and Incident Management.
• Develop and mentor the team to enhance performance.
• Ensure compliance with ISO20000 and service delivery standards.

Skills

Service Desk and Incident Management Experience

Stakeholder Management

Resource Management

Customer Service Skills

Time Management

Leadership

Education

ITIL v3 Foundation

ITIL v3 Intermediate Qualification

Tools

ISO 20000 Service Management Standard

Job description

Overview

The Service Desk Team Leader (24x7) is a varied, challenging and exciting role. The role is responsible for ensuring the day-to-day Service Desk and Incident Management process activities are delivered to meet the needs of the business. It will involve working closely with both internal and external stakeholders and customers and is targeted with supporting the delivery of a high performance and reliable IT capability worldwide.

Working within the Cyber, Service and Technology (CST) division and reporting to the Service Delivery Manager – Service Desk, the successful candidate will be responsible for delivering IT Service Desk and Incident Management to NEC and our customers. The role will have direct line management responsibility as well as functional management responsibility for a wider team based in Hartlepool, Chippenham and India. The role is wide-ranging and takes ownership of the delivery of the Service Desk and Incident Management (excluding Major Incident Management) processes within NEC. The successful candidate will show leadership qualities, ability to problem solve with their teams and work collaboratively with key business stakeholders. The role is responsible for delivering of Services aligned to the ITIL framework and maintaining compliance with ISO20000.

The role is Mon-Fri 09:00-17:30 and is office based in either Chippenham or Hartlepool.

Travelling may be required as part of the role as there is a need to attend customer locations and other NEC offices.

Responsibilities

• Delivery within NEC for:
  • Incident Management excluding Major Incident Management
  • Service Desk function
• The ability to lead a cohesive team split across multiple geographic locations and to manage people effectively. This includes the ability to coach and develop the team.
• Input into the measurement, monitoring and review of performance of the team and processes using KPIs and CSFs
• Ensuring the team is performant and skilled to the appropriate level
• Allocation of work within the team
• Ensure compliance with documented processes to allow certification to ISO20000 to be maintained.
• Awareness of the business priorities, objectives and drivers to implement continual service improvement strategies
• Work very closely with other process team leaders to ensure a full ITIL aligned end to end service is available to stakeholders
• Build and maintain relationships with internal and 3rd party organisations as required, such as technical resolver teams.
• Ensuring adherence to contractual SLAs
• Reviewing and verifying that all documentation is moderated and accurately updated in accordance with document management requirements
• Assist with the implementation of new services within CST, ensuring the teams are prepared for service take-on.
• Engagement with 3rd party organisations as required.
• An ability to balance and plan the short-term and long-term actions of the team.
• Awareness of all relevant industry standards.
• Awareness of best practices for service management.
• Strong verbal and written communication skills.
• An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk.
• An understanding of all of NECSWS business areas.
• The ability to manage time effectively while setting the tone of the team through leadership.

Qualifications

• Demonstrable Service Desk and Incident Management Experience
• Stakeholder Management
• Resource Management
• Possess good customer service skills and an ability to innovate
• Good verbal communication and business writing
• Working knowledge and experience of the ISO 20000 Service Management Standard
• Ability to lead from the front and mentor both direct reports and the wider team to achieve the best they possibly can

Essential Qualifications

• ITIL v3 Foundation
• ITIL v3 Intermediate Qualification
• You will need to be eligible for NPPVL3 + SC

Desirable Qualifications and Skills

• ITIL v4 Foundation
• ITIL v4 Intermediate Qualification

Additional Information

• We are proud of the benefits we offer employees of NEC Software Solutions
• Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
• 25 days paid holiday with the option to buy/ sell
• 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
• A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
• A fantastic selection of flexible benefits to suit your individual needs
• We are an employer who cares, we have an invaluable employee assistance programme which can help in every area of your life
• All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.

Other Information

Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.

All offers are subject to satisfactory vetting and reference checks. Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.

Who We Are

We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.

Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.

We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.

We’d love your help. And we’ll support you all the way.