IT Service Desk Team Leader

Job Description

IT Service Desk Team LeaderHome-based (in the UK, with occasional national travel)Belonging to the Royal Voluntary Service community means inspiring volunteers to support the nations health and wellbeing. It means tackling the most pressing social issues in a workplace full of opportunities.OverviewOur IT Department ensures we have robust, secure and effective IT systems and applications that support the achievement of our objectives. Were currently looking for an IT Service Desk Team Leader to join us on a permanent, full-time basis.The RoleAs the IT Service Desk Team Leader, you will provide professional and efficient IT support to staff and volunteers who are experiencing problems with their IT equipment.This is a hands-on team lead role where you will be tasked with resolving IT support issues as well as managing your team of support professionals. You will ensure the team is developed and enabled to deliver to the highest standards.Utilising Zendesk to capture all support requests from creation through to resolution, you will take responsibility for the operational management of call assignments.You will work to SLAs reducing overall incident and request counts, carry out trend analysis and problem management and create and maintain detailed service desk documentation.Working HoursThis is a full-time position working 35 hours per week which will involve out of hours remote support on a rota basis. We are open to candidates interested in flexible working or alternative hours. This is a home-based role although you may be expected to travelas and when required.What youll need- Extensive professional or technical experience in IT with a strong background in all aspects of customer service- Experience of leading a service desk team- Experience in implementing and reporting on internal SLAs- Demonstrable experience in service transition, introducing project deliverables into live service- Experience of managing third parties and third party delivered services to strict Service Level Agreements- Very good understanding of IT Service provision in a medium to large organisation and its impact on a wide and diverse user base- Knowledge of ITIL, incident, problem and change management- IT literacy including Microsoft full product suite- Knowledge of Microsoft licencing- A strong understanding of cyber security- Basic networking knowledge to support desktop issuesWhat you get in returnWere proud to be in the top 25 not-for-profit organisations to work for in the UK, based on ratings from Indeed. As a valued employee at Royal Voluntary Service, you will benefit from:- Salary of £37,000 per annum- 25 days holiday plus paid statutory Bank Holidays- Six weeks company sick pay- A great pension scheme- Enhanced Family Leave schemes- An employee benefits package that gives access to an exclusive rewards website to get discounts and cashback online- A 24-hour doctor line, financial support with dental/optical and other therapies- A free and confidential employee assistance programme with up to six face-to-face sessions counselling included- Extensive online and on the job training to ensure you will succeed in your role- Opportunities to discuss flexible working- Opportunities to develop new skills and progress your careerHow to applyPlease select the apply button shown to be taken through to the application process. You will need to answer some screening questions as well as uploading your CV. You will be contacted by a member of the team once your application has been reviewed.Here at Royal Voluntary Service, were committed to equality, diversity and inclusion. We want to be a charity thats representative of the communities we serve, which is why we strive for diversity of age, gender identity, sexual orientation, physical or mentalability, ethnicity and perspective.Join Royal Voluntary Service and together we can change lives, change communities and change societyDates to bear in mindThe closing date for this role is 16th February 2023. However, we reserve the right to close this vacancy early should sufficient applications be received.This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency.