Service Desk Team Leader

Job Description

Job Title: Service Desk Team LeaderLocation: Glasgow, G5 0US - role will initially be based working from home but will eventually be a mixture of being based in Glasgow head office part of the week and home based the rest of the weekSalary: £25,698 per annumHours: 37.5 hours a week - Monday to Friday Our client, one of the UKs leaders in providing innovative construction and engineering solutions for clients within a variety of sectors including Retail, Health, Education and Commercial, now has an immediate need to employ a reliable Administration TeamLeader to work across their internal business divisions who will deal with all administrative duties across defined FM contracts.The Service Desk Team leader (TIV Admin) will be an integral part of the service desk management team. You will provide management and leadership to the TIV Contract Administrators across the TIV Submissions Team and will also be responsible for organisingthe day-to-day tasks carried out by the whole team whilst driving the team to meet contractual Key Performance Indicators and Service Level Agreements.Duties and Responsibilities will include:

• Provide leadership, development, and coaching to all Administration staff within the TIV Administration Team.
• Actively engaging and supporting the development of your team to ensure better performance and succession planning.
• Create standardised ways of working and best practice to ensure the team are equipped to meet (and exceed) SLAs and KPIs
• Work with the TIV team to ensure the most effective resource plans are developed and achieved daily, monthly, yearly.
• Ensures service targets, SLAs and KPIs are continually reviewed, and each team member is aware of what task and results they are accountable for to ensure expectations are met with optimum levels of quality & service delivery.
• Contribute to the design and implementation of Change Programmes and Projects which impact the TIV team, supporting the wider service desk
• Contribute, design, and implement clear Policies and Procedures for all activities carried out by your team.
• Identifying and instilling best practice, processes and systems whilst driving a continuous improvement environment.
• Carry out regular 121s, developing a culture where training and development are part of the team, identifying actions and working with teams to ensure the skills and knowledge are developed effectively.
• Carry out regularly Team Meetings/Briefings ensuring all individuals are aware of own and team performance against set targets
• Ensure effective and consistent communication throughout the team, encourage feedback and customer insight.
• Embed a performance culture, framework, and review processes to achieve service levels and improvements against set targets at individual and team level.
• Building and maintaining effective internal and external stakeholder relationships
• Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis.
• Review management information and make suggestions, recommendations as to improvements across the team and when required, the wider service desk.
• Contribute, design and present daily weekly and monthly reports that are required by the business
• Highlight Individual training needs and required support, to allow a constant target meeting attitude as well as managing ambitions through progression management.

Required Skills

• Proven experience of managing all aspects of a team or be able to demonstrate how you would manage a Team if successful.
• Evidence of developing and nurturing improved performance across service teams.
• Excellent communication, engagement, and development of people skills.
• Evidence experiences of managing / Implementing change.
• Possess a history of KPI, SLA management/Awareness
• Progression management: - Evidence an understanding of individual development needs and learning styles
• Experience of encouraging accountability within individuals and as a Team.
• Evidence of being involved in creating, maintaining and implementing Reports as well as presenting to internal and external stakeholders.

This is an immediate vacancyTo apply for this role please submit your full and up to date CV to Daniel Murphy at PDA SEARCH & SELECTION LIMITED.

Keyskills :
Call CentreCustomer ServiceFacilities ManagementService DeskCall Monitoring