As a Service Desk Lead your responsibilities include:
- Team Management:
- Lead and manage a team of service desk engineers currently working onsite across two countries and remotely.
- Conduct regular one-on-one meetings, performance reviews, and provide guidance to team members.
- Ensure effective communication, collaboration, and a positive team culture.
- Process Optimisation:
- Identify inefficiencies and friction in existing processes.
- Propose practical improvements and solutions to streamline operations.
- Foster a culture of continuous improvement within the team.
- Exceptional User Experience:
- Demonstrate meticulous attention to detail and commitment to providing an outstanding user experience.
- Monitor and evaluate user feedback to identify areas for enhancement.
- Implement strategies to consistently exceed user expectations.
- Ticket Management:
- Triage, prioritise, and assign tickets to team members based on urgency and complexity.
- Monitor ticket status, track progress, and ensure timely resolution.
- Manage escalations effectively and communicate updates to stakeholders.
- Performance Monitoring:
- Collect and analyse data to track team and agent performance.
- Identify areas for improvement and develop strategies to enhance team performance.
- Utilise key metrics to measure success and make informed decisions.
- Training and Development:
- Mentor and train team members to develop their skills and capabilities.
- Provide ongoing support and guidance to help team members grow professionally.
- Identify and implement training programs to enhance team knowledge and expertise.
- Quality Assurance:
- Conduct regular quality reviews of tickets to ensure they meet the highest standards of service.
- Provide feedback to team members and identify opportunities for improvement.
- Implement best practices and methodologies to maintain a consistent level of service quality.
What we’re looking for:
- Line management experience with a proven track record of leading and motivating teams.
- Solid experience working on an IT service desk at various levels.
- Professional experience in mentoring and developing others.
- Excellent communication and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Proficiency in IT service management tools and methodologies.
About Simply BusinessWe insure small businesses and enable big dreams – not just for our customers, but for our people and communities too. With over 900,000 active insurance policies, we protect builders, bakers, landlords, and more than 1,000 other trades.
We’re as much a technology company as one that sells insurance. We build, we fail, we learn, we improve. We’re a B Corp too, which recognises our strong track record of having a positive impact on people, society and the environment.
Why not check out our advert on YouTube: Simply Business TV advert 2022: You name it. We insure it.
What are the benefits?We support every team member to balance work and life effectively. • remote working - you can balance working remotely and connecting with colleagues in the office • mental health and wellbeing resources - access to counselling and technology to support your mental health • flexible parental leave - we pay six months full pay to the primary caregiver, and four weeks full pay if you’re the secondary caregiver • paid sabbatical - two weeks off when you’ve been here five years and four weeks off when you’ve been here 10, 15 and 20 years • a dedicated learning platform - the platform lets you balance both work and life goals (including management and leadership programme) • life event leave - an extra day of leave every two years for whatever you want: moving house, welcoming a new pet, or your birthday
We also make sure you’re compensated fairly. • competitive salary - based upon your experience and the market we’re in from day one • annual bonus - the potential to earn a bonus based on business performance • pension - we match what you put into your pension up to five percent • BUPA Private Medical Insurance covering Pre-existing medical conditions • health cash plan - we reimburse your everyday medical expenses • holiday entitlement - 25 days leave, plus bank holidays (you can also use your flexible benefits to get up to five days more!) • life assurance - four times your basic salary • flexible benefits scheme - an allocated allowance to use each year on things like critical illness cover,dental insurance, travel insurance, up to five days extra holiday, and gym membership.
Ready to join us and drive our success as a high-performing team? Apply today.