Service Desk Team Leader - Scotland

Technical Support
Ref: 440 Date Posted: Friday 05 Nov 2021
LinkedIn ShareShare

We’re looking for an experienced and motivational IT Service Desk Team Leader to join one of the UK’s largest leading healthcare software solutions groups, leading a Service Desk team of up to 10 Analysts, whilst driving key results in service and across the business. This is a hands off technical role where the focus is centred around people management and the ability to motivate and inspire!

About the role

This will be a hybrid Dundee office/home based position where you will empower your Service Desk team to provide a first class service and an exceptional customer experience. You'll focus on improving efficiency and quality by inspiring and adopting innovative ways to drive key results, not only in service, but within the business as a whole.

What you'll be doing....

  • Responsible for the day to day management of a team of up to 10 Analysts.
  • Working closely with the Service Desk manager to ensure call handling KPI’s and incident SLA’s are achieved.
  • Ensuring the team is consistently producing a first class service and delivering an excellent customer experience.
  • Escalating issues to the Service Desk Manager where necessary and working collaboratively with the other Team Leaders.
  • Creating a daily plan for the team whilst managing the balance between Analysts handling calls first time and Analysts working on existing open incidents.
  • Carrying out appraisals, 1-2-1s and setting objectives.
  • Ensuring SLA's have been met and investigating where not.

What they're looking for.....

You'll be a passionate and motivational Service Desk Team Leader/Manager with a proactive and agile mindset who can inspire and encourage a team to deliver an exceptional customer experience. A creative and innovative leader who is calm under pressure but assertive when needed, with a can do attitude and a sense of fun!

  • Knowledge of software and systems, or proven experience of working in a similar environment.
  • Exceptional communication and influencing skills.
  • Experience of working within Service Level Agreements.

What they're offering.....

This is a great opportunity to work with one of the UK's leading healthcare software solutions companies and be integral to the next chapter of their continuous improvement journey.

It’s a friendly, supportive and focused working environment, where you’ll be part of a wider team who take great pride in what they do and the positive impacts their products and solutions have on a huge range of healthcare services across the country.

Along with a competitive salary and bonus scheme, there’s an excellent range of benefits - including a matched pension scheme, health cash plan and a well-being allowance, plus training, development and career progression opportunities.

Other Info...

This is a permanent, full time role working on a hybrid Dundee office/home basis.

Salary package: circa £35k basic plus bonus potential plus a great range of other benefits.

If this sounds like the right new job opportunity for you, please apply online now with your CV.

Not quite right for you? You can register here and receive updates on our latest opportunities, access your profile at any time, set up your job alerts and update preferences.