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Arcadia Group Ltd
,
Leeds, West Yorkshire
Service Desk Lead
Overview
ROLE OVERVIEW Drive a customer centric culture and technical excellence through collaborative leadership at all levels within and external to the Arcadia Group Service Desk. Provide an escalation point to all Service Desk Analysts, whilst working closely with the Service Desk Manager to deliver an efficient and optimized Service to all internal and external customers contacting the desk. KEY TASKS & RESPONSIBILITIES Create, develop and own, all Standard Operating procedures for the Arcadia Service Desk Ensure all training plans for the Service Desk are relevant and “best in class”. Coach and Mentor all Service Desk analysts including some line management i.e six monthly check ins. Own and develop all shift left activities Work within the team to constantly improve on all OLA’s and KPI’s. · Working with the team to ensure targets and service levels are achieved. · Work within the team to develop the user experience. Point of contact for escalation Focus on continual service improvement initiatives. KEY SKILLS Proven skills in leading a Service Desk team Strong documentation skills, specifically around documenting technical processes. · Leadership and mentoring skills, through team development and training plans. · Ability to highlight and realize opportunities that drive business value through an IT Service desk · Technical/Operational experience in a large IT support environment · Experience of Service Management and operational tools · Committed & reliable · Self-motivated and able to lead by example. · Good attention to detail The ability to perform under pressure and work in a fast paced environment Professional attitude and commitment to the coaching and mentoring of Support Technicians. · The capability to prioritize workload effectively and meet deadlines · Able to work as part of a team · Flexible in working arrangements to meet the needs of the business. This job was originally posted as www.cwjobs.co.uk/job/89766919