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TSG
,
Glasgow, City of Glasgow
Service Desk Team Leader 3rd Line
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Job Type: Full-time |
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Salary: £40,000 per annum |
Overview
Would you like to work for an award-winning company? Have you got previous experience supporting Service Desk Teams? Are you a strong communicator with a passion for delivering exceptional service? If the answer is YES then we have a great opportunity for you Who are we? TSG (Technology Services Group) are a Managed IT Services provider covering the whole of the UK. Here at TSG our people have a passion for delivering excellent customer service. We believe in giving our people the tools, training and support they require to excel in their roles with autonomy to make decisions where needed. Our values are based around Quality, Ownership and Passion and these sit at the core of our business, helping us to achieve our mission. Why should I work for TSG? At TSG we look after our people. TSG have recently won three awards in the Sunday Times Best Companies to work for awards 2020, including a 1 star accreditation for employee engagement. At TSG we have a realistic approach and we care about the health and wellbeing of our TSG family. What have we done about the Covid-19 pandemic? During the rapid escalation of the recent Covid-19 pandemic, ahead of Government guidelines we took the decision as a business to implement remote working for all staff, where possible. TSG has invested heavily in the cloud and other technologies to enhance resilience and enable staff to work from home securely & effectively. Over 40% of our workforce already do so. We hope this provides reassurance to our staff and anyone considering joining TSG at what we know is a time of uncertainty. Job Purpose & Responsibilities; Reporting to the Service Desk Manager, this role will require you to be the most trusted and resilient point of incident escalation in TSG desk-based support. You will own and lead the TSG Problem Management process. You will manage the Senior Service Desk Consultant team effectively and provide the very highest standard of technical expertise and service to our customers by managing the team’s workload, performance and development. Leading by example at all times, you will set the bar for living the TSG values and behaviours and driving customer experience principles throughout the business. Responsibilities will include, but are not limited to; To ensure the smooth running of the Senior Service Desk Consultants team. Support the 1st and 2nd line support teams and help improve their skills and capabilities. To monitor Incident volumes and response times to ensure that Service Level Agreements are being met. If there is a shortfall, you will look at how this can be solved. To provide an escalation point for management/sales/customers, and to manage the solution to its conclusion. To monitor and address recurring customer support issues/problem areas, and act as an escalation point. To ensure that the support function operates within standard TSG systems and that TSG operating procedures are adhered to, defining and implementing common systems where appropriate. To ensure that support work carried out outside of contractual obligations is captured and appropriately charged. Work with management to identify Continual Service Improvement opportunities within the Service Desk and across TSG as a whole Ensure Team KPIs are met. Knowledge, Skills & Experience; Excellent organisational skills. Robust people management and influencing skills. Ability to work under pressure to tight timescales. Excellent communication skills, both written and verbal. Good logical/troubleshooting skills. Excellent customer facing skills. Excellent attention to detail. Proven experience in complaint resolution. Previous management experience in a Service Desk environment is essential. Experience on Microsoft server/desktop/VMware/Cisco/Storage-SAN/Exchange is preferred, Microsoft resolution knowledge is essential. What’s in it for you? Basic salary of up to 50k depending on experience. 25 days annual leave. Life assurance. Contributory pension scheme with employer contribution of 4%. Company sick pay. Income protection cover. Enhanced Maternity and Paternity pay. Flexible home-based opportunities. Long service benefits including increased annual leave accrued with service. Flexible working day policy. Relaxed dress policy. Cycle to work scheme. Employee recognition scheme. Fantastic company culture including regular team building events. Excellent progression opportunities and training support, including recognised qualifications. If this sound like the role for you, please apply today to be considered.