Job Overview

• Title: Service Desk Team Leader
• Working hours: 40 hours per week
• Contract Type: Permanent
• Location: Bournemouth
• Salary: Up to £45k DOE + Excellent Benefits

Job Purpose

You will ensure your Service Desk team’s ticket queue is managed efficiently and effectively, with client satisfaction and maintaining QuoStar’s world-class standards at the forefront. You will have line management of service team members and will ensure they are performing in line with KPIs and QuoStar’s Company Values. You will resolve technical and service escalations while liaising with internal and client stakeholders as required.

Benefits

Competitive salary, contributory pension scheme, bonus incentive scheme, 25 days holiday plus bank holidays, employee discount scheme, cycle to work scheme, training and qualifications, free eye test, free drinks, fruit and breakfast, great culture and working environment, regular social events.

About QuoStar

QuoStar is a fast-growing IT Service and Consultancy provider headquartered on the (sometimes) sunny south coast in Bournemouth, Dorset. We work with growing businesses worldwide, particularly in the professional services, financial and manufacturing/engineering sectors, helping them to gain a competitive advantage and achieve their goals through the use of IT. We’ve come a long way in 15 years and have some ambitious plans for the future, but the achievement we’re proudest of is our team. It’s thanks to this team we continually surpass goals and have achieved near 100% client retention since our inception. Could you be our next team member and help continue this success?

About you

You should have a minimum of 3 years’ experience working in a service desk supervisory role. You will also have experience with ISO20000 and/or ITIL and have proven customer service, organisational, managerial and leadership skills.  Experience of working within an IT engineering capacity is essential. The right candidate will be client focussed who is dedicated to delivering high standards through strong leadership.

You will need to use your own car and have a valid UK driving license.

Interested…have a look at the role profile…

• Line Management
  • Provide overall line management of any direct reports in your function
  • Ensuring that all targets set are achieved
  • Ensure your team is appropriately trained and that SOPs are followed
  • Complete team 1-2-1s, quarterly conversations, appraisals and PDPs
  • Run monthly team meetings
• Technical Escalation
  • Act as a point of technical escalation for your team to support resolution of trouble tickets
• SLA Management
  • Ensure adherence to all SLAs across the team
  • Review and progress tickets
  • Ensure tickets are with the correct resource
  • Manage ticket escalations
  • 2/4/8hr
  • Schedule tickets/work where appropriate (incl. for the day and out of hours shifts)
• KPI and Performance Management
  • Ensure you and your team are achieving agreed KPI targets each month
  • Produce monthly KPI performance reports for your team
• Ticket/Queue Management
  • Ensure all ticket types are progressing in line with KPI targets, SLA expectation & SOP’s
  • Ensure all tickets adhere to ticket etiquette standards
  • Evaluate time entries for accurate time logging
• Client Satisfaction
  • Responsible for maintaining our world class CSAT
  • Manage any client complaints through to resolution
• Team Resourcing
  • Ensure sufficient resource is available within the team to deliver service excellence
  • Identify, plan and execute surge plan as required
  • Manage and oversee all recruitment within your team
• P1 Reporting
  • Ensure any P1 reports are created
  • Signoff any P1 reports before distribution to internal and client stakeholders
• Identify service improvements and inefficiencies
  • Identify inefficiencies within your team
  • Make recommendations for service and SOP improvements
• Change management
  • Approve change approvals prior to submitting to the client CAB
• Strive for continuous improvement in everything you do
• To become involved in other tasks/duties as required
• On occasion work outside of normal office hours to ensure service delivery and support on-call engineers
  • Partake in the on-call and weekend shift rotation