Service Desk: Senior Team Leader – UK

Service Desk: Senior Team Leader – UK

Glasgow

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About Proact

Proact is Europe’s leading independent data centre and cloud services provider. By delivering flexible, accessible and secure IT solutions and services, we help companies and authorities reduce risk and costs, whilst increasing agility, productivity and efficiency. We have completed over 5,000 successful projects around the world, have more than 3,500 customers and currently manage in excess of 100 petabytes of information in the cloud.

Statement of Job Purpose

  • To provide a comprehensive Service Desk support service to staff and clients at Proact IT UK Ltd, in line with agreed policies and procedures and to agreed standards of service.
  • To contribute positively to the achievement of Proact IT UK Ltd’s overall values and objectives.

Main Duties and Responsibilities

As a senior team leader within the UK Service Desk you’ll work within a tiered organisational structure, managing staff on business & private matters. Promote local & group changes to improve work flow & work load. Strong background in IT operations is highly desirable and experience in managing IT engineers with strong leadership and customer service skills is required.

Key Tasks

  • Responsible for leading, managing and developing the technical teams.
  • Active involvement and understand of all levels within our Service Desk structure building a strong management team to assist our Service Desk.
  • Lead, motivate, develop and manage performance of support teams within the UK Service Desk structure.
  • Improve efficiency and effectiveness of the Service Desk by analysing and trending data then, propose/implement recommendations for improvement.
  • Together with the Technical Team Leader ensure that the correct level of technical skill and experience is available to manage all aspects of Proact’s infrastructure.
  • Ensure that all requests from customers are handled promptly and effectively, ensuring that agreed service levels are met.
  • Efficiently handle customer complaints, escalations and communication with senior management on troublesome incidents.
  • For all requests that cannot be directly resolved, ensure that priority setting and escalation procedures are applied effectively.
  • Act as escalation point for team members from our technical teams.
  • Participate in continual service improvements for UK Service Desk or group teams.
  • Participate in Problem Management by providing data analysis to determine repeat incidents, trends in incident growth and initiate action to resolve them.
  • Participate in, and/or drive, group initiatives, projects and teams.
  • Document new procedures and processes for local and group teams.
  • Duty Manager escalations in and out of hours.

Personal Characteristics

  • 3 to 5 years’ experience in work in an IT support environment.
  • Experience in leadership and management.
  • Excellent communication skills, communicates effectively by word of mouth and in writing.
  • Ability to work under pressure and remain calm.
  • Self-motivated, with strong ability to work both independently and with teams and managers as appropriate.

Desirable Skills

  • ITIL Certification.
  • Experience with working in multi-vendor environment.
  • Technical background with a knowledge of Virtualisation, Storage, Networks & Windows Server.
  • Experience in using Service Now (or similar call management system).

Working Hours

Monday to Friday 9:00am to 5:30pm – participate in on-call rota for Duty Management.

Company Benefits

  • 25 Days Annual Leave
  • Contributory pension
  • Private Medical Scheme
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