Colleague Service Desk Lead

As our next Colleague Service Desk Lead, you’ll coordinate and direct the activities of the Colleague Service Desk team to ensure a high level of customer service is delivered to all customers of IT. The team is based in our Bradford based Technology Services function, with flexibility to support our Leeds based offices when required.

You’ll manage a team that operates a hybrid working approach covering our phone lines, live chat functionality and self-service queues. This requires onsite support for our office-based colleagues when required; helping to arrange training and upskilling or diagnosing and fixing issues relating to our suite of Microsoft Teams rooms equipment.

The hours of work are 35 hours per week Monday to Friday, with shifts covering core operating hours of 8am to 5pm.

About the role

As a Colleague Service Desk Lead, you’ll lead, coach and develop the team to ensure that they deliver a high-quality customer experience, resolving incidents and requests within SLA, handling any escalations effectively. You will -

• Lead, manage and mentor the Colleague Service Desk team in order to ensure deliver of an excellent standard of service to our customers

• Motivate and appraise team members, including objective setting, monitoring performance and recruitment

• Develop and implement new strategies, policies and processes to maintain and continuously improve the quality of service delivery (CSIP) to all customers of Technology Services

• Support the management of 3rd party relationships that support service delivery for YBS

• Define metrics and Key Performance Indicators and ensure that service delivery reporting is of a high quality and delivered within agreed timelines

• Support the delivery of user security, incident and request management within agreed service level agreements within and outside of core business hours

• Support the management of Major Incidents, ensuring they are logged, progressed and resolved within the scope of the Major Incident Management Process

• Deal with customer escalations and complaints

• Collate, analyse, and evaluate data and information on client satisfaction, inquiry and complaint using this information to improve service delivery

• Keep up to date professionally on the subject of service delivery, making recommendation for policy, technological, service delivery processes and procedure change on this basis

• Manage the transition of new services into support with deliverables in line with agreed standards and procedures

• Represent the Colleague Service Desk team within wider IT and business meetings, building relationships with key business areas

About you

You’ll have a proven track record working in and managing a service delivery team. In addition, you’ll be able to demonstrate -

• Excellent understanding of Service Management processes

• Familiarity in working within a technology driven environment

• Experience in delivering service improvements to improve customer service ITIL, v3 or 4 certifications would be beneficial

• External customer facing experience

• IT Security or Cyber Security would be beneficial

• Coaching, mentoring and leadership