Service Desk Team Lead

Babcock Mission Critical Services España SA.; Medway (MA); On-site; USD 45,000 - 65,000; Full time

Job summary

A leading company seeks a Service Desk Team Lead to manage operations at their site, providing crucial contact services across locations. The role demands strong customer service and communication skills, alongside experience in service desk environments, contributing to a mission of security and support.

Benefits

Matched contribution pension scheme

Access to Digital GP and health checks

Employee share scheme

Payment of Professional Fees

10-days paid leave for reservists

Holiday Trading benefit

‘Be Kind Day’ for volunteering

Employee assistance programme

Qualifications

• Experience in service desk and security environment.
• Full clean driving license required.
• Experience in customer services.

Responsibilities

• Manage team providing call center service to multiple sites.
• Produce and deliver departmental reports, ensuring accuracy.
• Ensure 100% compliance with mandatory training.

Skills

Customer Service

Interpersonal Skills

Communication Skills

Tools

Call Logging Systems

Job description

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Service Desk Team Lead

Location:

Medway, GB, ME4 4UG

Onsite or Hybrid: OnSite

Job Title: Service Desk Team Lead
Location: Chatham, Kent
Compensation: Competitive Salary + Benefits
Role Type: Full time / 52-week Fixed Term Contract
Role ID: SF64423

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 Lead at our Chatham site.

The role

As a Service Desk Team Lead, you’ll have a role that’s out of the ordinary. managing a team of operators providing a call centre service to the RSME sites including Medway, Minley and Bicester.

Day-to-day, you’ll manage the Service Desk team which acts as the single point of contact (SPOC) across the RSME for the initiating and processing of all requests, bookings, complaints, enquiries and faults.

• Producing and delivering contractual departmental reports
• Ensuring accuracy in cases raised
• Creating, maintaining and updating risk assessments
• Attending 1:1’s with team members, as well as managing team PDR’s
• Ensure teams 100% compliance with mandatory training

This role is full time, 37.5 hours per week and is based on site at Chatham.

Essential experience of the Service Desk Team Lead:

• Experience of working within a service desk and security environment
• Experience in the use of call logging and associated ERP systems
• Customer Service experience and exposure to Customer Services
• Full clean driving license
• Good interpersonal and communication skills

Qualifications for the Service Desk Team Lead:

• 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 and/or willingness to learn then we would like to hear from you.

Security Clearance
The successful candidate must be able to achieve and maintain Standard (BPSS) /Security Check (SC) 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 atUnited Kingdom Security Vetting: clearance levels - GOV.UK (www.gov.uk).

What we offer

• 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.

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] with 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.