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Job ID7536BR
Job TitleService Desk Team Leader
Position TypePermanent
Business BrandMultiple Brands
DepartmentIT Support
SalaryUp to £27,000 + 7% Bonus + Pension & Onsite gym
About Us

We've been finding a better way for over 130 years.
Now it's your turn...

Part of a FTSE 100 financial group who've been in Bradford since 1880, we exist to help people when others won't. We're a trusted and ethical lender '“ lending to our customers face to face, and making sure the loans we offer are manageable, understandable, and exactly right for them. It's this personal, responsible approach that really makes us different. And, joining our contact centre team, you'll be a big part of this.

About the Role

A fantastic opportunity has arisen for a Service Desk Team Leader at our Head office in Bradford. This is an initial 12 month permanent contract.

In this role the Service Desk Team Lead will be required to effectively lead a team of IT Service Desk Analysts ensuring that service levels are achieved and customer expectations are met. As well as this you will be responsible for ensuring the IT Service Desk are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service.

Key duties will include reporting and the production of daily, weekly and monthly Service Desk KPI's to report to IT Service Management, Service Support Delivery and Effective incident, service request, change, problem and release management, delivering continuous improvement on service quality, design and deliver Service Desk processes, technologies and services.
Other responsibilities include resourcing, governance and compliance with internal and external audit requirements, KPI's, and Risk and Issue management for the Service Desk team.

Skills and Experience
The ideal candidate will have highly proficient skills in communication, extensive experience of incident, problem, change, and release processes, a positive and proactive approach to problem resolution, working under pressure, leading team members, and have excellent customer service skills.
*Please note the Service Desk Team Leaders are required to cover the opening hours of the Service Desk. We are open 7am - 10pm Mon to Fri and 7.30am - 5pm Sat & Sun. The shifts that this role will be required to cover are 10am-6pm and 12-8pm.

The benefits
The satisfaction of working for a successful and ethical business who are here to help people is a big benefit of joining us, but it’s not the only one. We’ll invest in your development – giving you the support and training to become better and better at your job. We take the work/life balance seriously, with plenty of flexible working options. And, working in a bright and refreshingly relaxed environment, you’ll find your opinions are valued and listened to.

On top of all this, we’ll give you a package including pension and bonus schemes, and a whole range of other benefits besides.