It support team leader Work, Jobs in Hartlepool, Dur (with Salaries)

Service Desk Team Leader
NECSWS —Hartlepool
- Full-time
- Customer service
- Communication skills
- Annual leave
- Employee assistance programme
18h
Service Desk Team Leader
Indra Group UK & Ireland —Stockton-on-Tees
- Weekend availability
- Customer service
- Supervising experience
- Leadership
- Employee assistance programme
Quick apply
6d

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Service Desk Team Leader
NECSWS —Hartlepool
It will involve working closely with both internal and external stakeholders and customers and is targeted with supporting the delivery of a high performance…
18h
Service Desk Team Leader
Indra Group UK & Ireland —Stockton-on-Tees
Monitor team performance against service level targets (call answering, email handling, incident routing) and drive in-shift corrective action.
Quick apply
6d

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Service Desk Team Leader

NECSWS -
Hartlepool

Apply Now

Job details

Full-time
18 hours ago

Benefits

Annual leave
Company pension
Employee assistance programme

Qualifications

Customer service
Communication skills

Full job description

Company Description

Come join us and make a difference in the world!

Discover more at www.necsws.com

Job Description

The Service Desk Team Leader is a varied, challenging and exciting role. The role is responsible for ensuring the day-to-day Service Desk and Incident Management process activities are delivered by the 24x7 service desk team to meet the needs of the business. It will involve working closely with both internal and external stakeholders and customers and is targeted with supporting the delivery of a high performance and reliable IT capability worldwide.

Working within the Cyber, Service and Technology (CST) division and reporting to the Service Delivery Manager – Service Desk, the successful candidate will be responsible for delivering IT Service Desk and Incident Management to NEC and our customers. The role will have direct line management responsibility as well as functional management responsibility for a wider team based in Hartlepool, Chippenham and India. The role is wide-ranging and takes ownership of the delivery of the Service Desk and Incident Management (excluding Major Incident Management) processes within NEC. The successful candidate will show leadership qualities, ability to problem solve with their teams and work collaboratively with key business stakeholders. The role is responsible for delivering of Services aligned to the ITIL framework and maintaining compliance with ISO20000.

The role is Mon-Fri 09:00-17:30 and is hybrid office based in Hartlepool

Travelling may be required as part of the role as there is a need to attend customer locations and other NEC offices.

Responsibilities

Delivery within NEC for;
- Incident Management excluding Major Incident Management
- Service Desk function
The ability to lead a cohesive team split across multiple geographic locations and to manage people effectively. This includes the ability to coach and develop the team.
Input into the measurement, monitoring and review of performance of the team and processes using KPIs and CSFs
Ensuring the team is performant and skilled to the appropriate level
Allocation of work within the team
Ensure compliance with documented processes to allow certification to ISO20000 to be maintained.
Awareness of the business priorities, objectives and drivers to implement continual service improvement strategies
Work very closely with other process team leaders to ensure a full ITIL aligned end to end service is available to stakeholders
Build and maintain relationships with internal and 3rd party organisations as required, such as technical resolver teams.
Ensuring adherence to contractual SLAs
Reviewing and verifying that all documentation is moderated and accurately updated in accordance with document management requirements
Assist with the implementation of new services within CST, ensuring the teams are prepared for service take-on.
Awareness of the business priorities, objectives and drivers to implement continual service improvement strategies
Engagement with 3rd party organisations as required.
An ability to balance and plan the short-term and long-term actions of the team.
Awareness of all relevant industry standards.
Awareness of best practices for service management.
Strong verbal and written communication skills.
An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk.
An understanding of all of NECSWS business areas.
The ability to manage time effectively while setting the tone of the team through leadership.

Qualifications

Demonstrable Service Desk and Incident Management Experience
Stakeholder Management
Resource Management
Possess good customer service skills and an ability to innovate
Good verbal communication and business writing
Working knowledge and experience of the ISO 20000 Service Management Standard

Essential Qualifications

ITIL 4 Foundation
You will need to be eligible for NPPVL3 + SC

Desirable Qualifications and Skills

ITIL 4 Intermediate Qualification
ITIL 5 Foundation
ITIL 5 Intermediate Qualification

Additional Information

We are proud of the benefits we offer employees of NEC Software Solutions

Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
25 days paid holiday with the option to buy/ sell
4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
A fantastic selection of flexible benefits to suit your individual needs
We are an employer who cares, we have a invaluable employee assistance programme which can help in every area of your life
All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.

OTHER INFORMATION

Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.

All offers are subject to satisfactory vetting and reference checks. Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.

Who We Are:

We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.

Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.

We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.

We’d love your help. And we’ll support you all the way.

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