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IT Service Desk Lead required for 35 hours per week, home based in the Northwest - Driver
| Posting date: | 25 November 2024 |
|---|---|
| Salary: | £45,114 to £45,114 per year |
| Hours: | Full time |
| Closing date: | 09 December 2024 |
| Location: | North West England, UK |
| Remote working: | Fully remote |
| Company: | Alternative Futures Group |
| Job type: | Permanent |
| Job reference: | ID:475 |
Summary
Job Purpose
The IT Service Desk Team Leader will oversee the day-to-day operations of the IT Service Desk team, ensuring the delivery of high-quality technical support and customer service. This role involves managing a team of IT Service Desk Analysts/Technicians, providing guidance and acting as a point of escalation for complex issues. The ideal candidate will have a strong technical background, excellent leadership skills, and a passion for delivering excellent customer service.
The key objectives of this role are to:
To lead the front line service desk function ensuring it provides a proactive, efficient and mature service to the organisation.
Dimensions
5 Direct reports
Key Results Area
Team Leadership: Manage and lead the IT Service Desk team, ensuring that staff are motivated, trained, and performing to the highest standards.
Service Delivery: Ensure that service desk operations align with ITIL best practices and oversee the resolution of incidents and service requests within agreed SLAs, ensuring consistent and high-quality IT support.
Escalation Management: Act as an escalation point for more complex or critical technical issues, ensuring timely resolution and communication with stakeholders.
Performance Monitoring: Track and report on team performance against KPIs and SLAs, implementing improvements where necessary.
Process Improvement: Identify and implement opportunities to enhance service desk processes, procedures, and efficiency, contributing to continuous improvement initiatives.
Customer Satisfaction: Ensure customer satisfaction by delivering a responsive, reliable, and effective service to end-users.
Promotion of Service Desk: Promoting service desk activities across the organisation & development and management of knowledgebase articles, key documentation, self serve capabilities.
Collaboration: Work closely with other IT teams, such as infrastructure and business systems teams, to ensure seamless service delivery.
Asset Management: Create and maintain IT asset management inventories, policies, procedures, and best practices.
Incident Management: Lead the team in managing and resolving incidents, being hands on if required to assist in resolution of more complex issues, ensuring root cause analysis is performed and lessons are learned.
Reporting: Prepare and present regular reports on service desk performance, trends, and key metrics to senior IT management.
Staff Development: Support the professional development of team members through coaching, training, and performance reviews.
Resource Management: Manage staffing levels, including rota planning and holiday management, to ensure adequate service desk coverage at all times.
Compliance and Security: Ensure all service desk activities are in compliance with company policies, procedures, and IT security standards.
Responsibilities common to all employees
Demonstrating good judgment and sound decision making by reflecting an appropriate situational awareness, understanding of context and making informed choice when reaching decisions.
Leading and promoting initiatives that support our organisational aim to be socially and environmentally responsible.
Leading and supporting initiatives/projects that promote AFG as a digitally enabled organisation.
Establishing, maintaining and developing professional working relationships with colleagues and external partners.
Contributing generally to the development of quality services.
Upholding the values, mission and vision of AFG at all times.
Adhering to AFG policies and procedures and to operate within the law at all times.
Demonstrating continuous professional development, encouraging others to do the same and to operate within the AFG performance management framework.
Working with Corporate teams effectively to ensure the best outcome for the people supported.
Complying with Equality and Diversity policy.
Complying with Code of Conduct.
Working flexibly in accordance with organisational need.
Travelling within the operational and business area of AFG.
Acting with integrity, transparency and openness at all times.
Qualifications / Training
Formal Training and advanced understanding of ITIL principles and practice.
Professional certifications in IT service management.
ITIL V4 Foundation
About Us
We’re Alternative Futures Group, a health and social care charity providing specialist support for people with a learning disability or mental health condition.
We’re proud to have been positively changing lives and enabling people to achieve amazing outcomes for over 30 years.
We have a vision to create a world where amazing people do amazing things every day. Our skilled and experienced teams work with every person we support to create a personalised, outcome-focused plans to achieve their aspirations.
As a ‘values based’ employer, the people that work for us genuinely care about the people they support, and we are seeking likeminded people to join our team. If you are passionate about working in Health and Social Care and have a real desire to make a positive difference to the lives of the people we support then we would love to hear from you.
At AFG we also recognise the contribution and value that our staff make. We would not be able to provide the life changing support that we do without people like you!
In return for your contribution we will support you throughout your career and we provide a wide range of employee benefits, career development and lifestyle support services to ensure that you too feel supported, fulfilled and valued from day one of your employment with us.
The IT Service Desk Team Leader will oversee the day-to-day operations of the IT Service Desk team, ensuring the delivery of high-quality technical support and customer service. This role involves managing a team of IT Service Desk Analysts/Technicians, providing guidance and acting as a point of escalation for complex issues. The ideal candidate will have a strong technical background, excellent leadership skills, and a passion for delivering excellent customer service.
The key objectives of this role are to:
To lead the front line service desk function ensuring it provides a proactive, efficient and mature service to the organisation.
Dimensions
5 Direct reports
Key Results Area
Team Leadership: Manage and lead the IT Service Desk team, ensuring that staff are motivated, trained, and performing to the highest standards.
Service Delivery: Ensure that service desk operations align with ITIL best practices and oversee the resolution of incidents and service requests within agreed SLAs, ensuring consistent and high-quality IT support.
Escalation Management: Act as an escalation point for more complex or critical technical issues, ensuring timely resolution and communication with stakeholders.
Performance Monitoring: Track and report on team performance against KPIs and SLAs, implementing improvements where necessary.
Process Improvement: Identify and implement opportunities to enhance service desk processes, procedures, and efficiency, contributing to continuous improvement initiatives.
Customer Satisfaction: Ensure customer satisfaction by delivering a responsive, reliable, and effective service to end-users.
Promotion of Service Desk: Promoting service desk activities across the organisation & development and management of knowledgebase articles, key documentation, self serve capabilities.
Collaboration: Work closely with other IT teams, such as infrastructure and business systems teams, to ensure seamless service delivery.
Asset Management: Create and maintain IT asset management inventories, policies, procedures, and best practices.
Incident Management: Lead the team in managing and resolving incidents, being hands on if required to assist in resolution of more complex issues, ensuring root cause analysis is performed and lessons are learned.
Reporting: Prepare and present regular reports on service desk performance, trends, and key metrics to senior IT management.
Staff Development: Support the professional development of team members through coaching, training, and performance reviews.
Resource Management: Manage staffing levels, including rota planning and holiday management, to ensure adequate service desk coverage at all times.
Compliance and Security: Ensure all service desk activities are in compliance with company policies, procedures, and IT security standards.
Responsibilities common to all employees
Demonstrating good judgment and sound decision making by reflecting an appropriate situational awareness, understanding of context and making informed choice when reaching decisions.
Leading and promoting initiatives that support our organisational aim to be socially and environmentally responsible.
Leading and supporting initiatives/projects that promote AFG as a digitally enabled organisation.
Establishing, maintaining and developing professional working relationships with colleagues and external partners.
Contributing generally to the development of quality services.
Upholding the values, mission and vision of AFG at all times.
Adhering to AFG policies and procedures and to operate within the law at all times.
Demonstrating continuous professional development, encouraging others to do the same and to operate within the AFG performance management framework.
Working with Corporate teams effectively to ensure the best outcome for the people supported.
Complying with Equality and Diversity policy.
Complying with Code of Conduct.
Working flexibly in accordance with organisational need.
Travelling within the operational and business area of AFG.
Acting with integrity, transparency and openness at all times.
Qualifications / Training
Formal Training and advanced understanding of ITIL principles and practice.
Professional certifications in IT service management.
ITIL V4 Foundation
About Us
We’re Alternative Futures Group, a health and social care charity providing specialist support for people with a learning disability or mental health condition.
We’re proud to have been positively changing lives and enabling people to achieve amazing outcomes for over 30 years.
We have a vision to create a world where amazing people do amazing things every day. Our skilled and experienced teams work with every person we support to create a personalised, outcome-focused plans to achieve their aspirations.
As a ‘values based’ employer, the people that work for us genuinely care about the people they support, and we are seeking likeminded people to join our team. If you are passionate about working in Health and Social Care and have a real desire to make a positive difference to the lives of the people we support then we would love to hear from you.
At AFG we also recognise the contribution and value that our staff make. We would not be able to provide the life changing support that we do without people like you!
In return for your contribution we will support you throughout your career and we provide a wide range of employee benefits, career development and lifestyle support services to ensure that you too feel supported, fulfilled and valued from day one of your employment with us.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.