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Applications are now closed
The BizOps IT team at Simply Business takes pride in managing and maintaining an international multi-site, Cloud-based IT infrastructure. As a Service Desk Lead, you will have the opportunity to contribute to this dynamic team and play a crucial role in shaping our service delivery.
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.
We seek a passionate and driven individual who is eager to make a positive impact on our organisation. This role offers the opportunity to work in a dynamic and innovative environment, contribute to the growth of our team, and shape the future of IT Support at Simply Business.
Applications are now closed