Service Desk Team Lead

Location UK / Newtownabbey Area

Job Type Permanent full-time

Salary Not disclosed

Updated 5 days ago

Reference 1437739

 Job Description

You will be working closely with the Senior Service Desk Manager around the performance of the assigned team and delivery of services to assigned contracts.


Becoming a Service Desk Team Lead with Capita IT & Networks:

Reporting to the Service Delivery Manager you will manage a first line support team for Capita IT & Networks client base whilst coordinating the activities of team members to ensure delivery of targeted Key Performance Indicators and Service Level Agreements.

You will be working closely with the Senior Service Desk Manager around the performance of the assigned team and delivery of services to assigned contracts, ensuring a consistency of high standards of the team and individual staff performance and customer service delivery.

You will also interact with members of other technical teams to ensure customer’s issues are dealt with thoroughly and effectively.

Key areas of responsibility – Team Lead Specific:

  • To ensure delivery within primary area of Request Fulfilment / Incident resolution within contractual SLAs.
  • Management of the Service Desk Team including ensuring resource allocation, attendance, effective achievement of KPI’s and planning activities
  • Act as a point of hierarchical escalation.
  • Support the Service Desk Analysts in completing their day to day tasks
  • Coordinate the activities of the assigned resources, ensuring the availability of resource (rota) and capability (performance management / training & coaching) to meet KPIs and adherence to SLAs.
  • Develop and implement on-going Service Improvement measures.
  • Coordinate technical and hierarchical escalation to other technical teams / 3rd parties / management.
  • Update Senior Service Desk Team Leader regarding any issues of operational significance.
  • Assist with the development of new processes and enhancement of existing ones.
  • Responsible for mentoring of the team, identifying training requirements and allowing them to develop in the role
  • Ensure all 1-1 reviews are carried out in a regular and timely manner and all end of year appraisals are conducted within agreed timelines
  • Encourage and implement staff development.
  • Analyse service desk statistics, provide recommendations for improvement
  • Work closely with Service Transition, ensuring that the Service Desk is represented and understand the involvement and impact to the Service Desk after go live.

About you:

  • Previous experience as a Senior Service Desk Analyst, Service Desk Supervisor or Service Desk Team Lead role
  • ITIL Foundation qualification (preferably v3)
  • Experience of working with and understanding statistical reporting to drive improvements and performance.
  • Experience of handling customer escalations and high priority calls
  • 3 – 5 years IT service experience
  • Security Clearance / CRB Clearance will be required for the successful candidate(s)
  • Previous experience of using IT Service Management Toolset (desirable)
  • Must be able to demonstrate a pre-existing right to work in the UK.

About Capita IT & Networks

Capita IT & Networks are a division of Capita plc, delivering a portfolio of IT infrastructure and network solutions covering everything from strategic and technical consulting, through to full outsourced solutions. We’re currently one of the top five providers in the industry, and a market leader within the UK public sector with the number one market share in local government, education and health. We need your technical know-how to support us in offering our exceptional, scalable range of capabilities.

Capita IT & Networks are part of Capita Plc, the UK’s leading provider of business process management and integrated professional support service solutions. We believe an open, transparent working environment that encourages ingenuity and collaboration – with colleagues, customers and clients – is what makes us so effective at what we do. With access to our range of unique and diverse opportunities, offering real career advancement and progression, we can unlock your potential too.

What’s in it for you?

  • A competitive basic salary
  • 23 days holiday (rising to 27)
  • Pension, life assurance, holiday buy, a cycle2work scheme…and plenty more
  • Voluntary benefits designed to suit your lifestyle – from retail and socialising, to health & wellbeing and leisure discounts

Don’t underestimate the fact that you’ll also be joining a network of some of the most experienced, innovative and dedicated people in the country – the opportunities to learn new skills, develop in your career and grow and as we grow are almost endless. Our mission is to help you realise your potential – whatever that means to you.

What we hope you will do next

Help us find out more about you by completing our short application process – click apply now. We understand you might have some questions before taking the step to apply – you can contact for guidance.

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Capita Resourcing operates as an equal opportunities employer and we welcome applications from all suitably qualified candidates regardless of gender identity or gender expression, marital status, sexual orientation, pregnancy or maternity, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.

To apply for this position please click here