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Service Desk Team Leader


Department: Service Desk
Reports To: COO
Working Hours:
40 hours per week
Contract Type: Permanent
Salary: £35,000 – £45,000 (DOE) + excellent benefits
Location: Bournemouth

Job Overview

To ensure that Service Desk incidents and problems are managed efficiently with client satisfaction and maintaining QuoStar’s world-class standards at the forefront. Manage both the internal and client facing service to ensure they are working efficiently and effectively. To resolve any service ticket escalations.

Key Responsibilities

  • Day to day running of the Service Desk
  • Identify, define, manage, monitor and report on the services and service levels required to support and deliver the Service Desk function
  • Ensure relevant Service Level Agreements (SLAs) are in place, managed, monitored, reported on and communicated to clients
  • Coordinate the identification and resolution of service incidents and problems and, where required, escalate to and coordinate resolution with third-party suppliers
  • Identify and manage service improvement opportunities
  • Ensure continuous service improvement is embedded in the culture and working practices of the Service Desk team
  • Identify and manage the Service Desk processes, including request management, incident management and problem management
  • Responsible for the operational service relationship with all clients
  • Ensure all service management processes are documented, maintained and adhered to
  • Form part of the 3rd line engineer team to resolve escalated incidents
  • On occasion work with the Professional Services team to deliver projects
  • On occasion work outside of normal office hours to ensure service delivery and support on-call engineers
  • Maintain the Problem Log and help to expedite the resolution of problems identified
  • Contribute to the change management process; in particular, represent the interests of the client when assessing risk and impact. Monitor changes completed and update documentation as required
  • Ensure major incident response procedures have been identified, documented and maintained and that Service Desk team have been trained on these procedures.
  • Identify and monitor risks, governance and compliance requirements related to the Service Desk environment
  • Help to specify and implement appropriate mitigation and/or control measures.
  • Ensure compliance with all relevant legislation and regulation with special emphasis on IT Service Management (ISO 20000) and Information Security (ISO 27001)
  • Day to day management of the Service Desk team, from 121s, setting objectives, performance management, annual reviews, staff engagement and motivation
  • Manage the Service Desk staffing levels and task allocation to ensure adequate cover for operating workloads
  • Strive for continuous improvement in everything you do
  • To become involved in other tasks/duties as required

Essential Experience, Skills and Qualifications

  • IT Related Degree or Equivalent
  • Minimum 3 years work with a Service Desk supervisory role
  • Minimum 3 years working as a third line engineer in a client facing support role
  • Technical requirements
  • Microsoft MCSA
  • Windows Desktop OS Deployment and Troubleshooting
  • Windows Server OS Setup, Administration and Troubleshooting
  • Office 365
  • Networking
  • Firewall Technologies
  • Backup Technologies
  • Experience with ISO20000/ITIL
  • Excellent customer service, organisational, managerial and leadership skills

Desired Experience, Skills and Qualifications

  • Microsoft Azure

The role is suitable for someone who:

  • Has a strong technical background and experience of running a service team with the aspiration of developing a career in service delivery while maintaining their technical roots.
  • Is flexible, approachable, a team player and customer-focused.

Does this sound
like you?

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