Service Centre Team Leader

Service Centre Team Lead
Location: Office based, Camberley (GU15 3YL)
Job type: Full time, Permanent
Ref: 1589

The Service Desk team at our Camberley office are now looking for a Service Centre Team Leader to drive our managed service offerings to a portfolio of Public Sector and Enterprise level customers. This is a pivotal role that shapes our Service Desk division. It is an office-based role, operating on a 4 days on / 4 days off shift pattern (rotating shifts, 7am-7pm / 7pm-7am).

The Service Desk is the beating heart of the Network Services organisation. They provide a 24x7 single point of contact for circa 100+ customers across the telecoms, emergency services and defence industries. The role of the service desk is crucial for ensuring customer requirements are met in relation to the creation and coordination of all incident and requests.

As a Service Centre Team Lead, you will be responsible for leading the team whilst on shift, ensuring the effective delivery of contracted services in line with the agreed service levels and business processes. You will act as a point of escalation and take ownership of major incidents outside of normal business hours
This role has line management responsibilities of 3 team members.

The successful Service Desk Team Lead must be a natural problem solver, tenacious and comfortable with stretching their own capabilities by working outside their comfort zone. They will constantly look at ways to improve and streamline processes and technology to ensure we remain efficient and effective in our approach to service delivery.

What you'll do:

• People and Performance Management
• Incident Process Management
• Major Incident Management
• Resource Coordination
• Spares Management
• Rosta Management
• Escalation Management
• Service Level Management
• Implement Continuous Improvement initiatives
• Ensuring tickets are logged accurately and call queues are managed effectively
• Point of escalation for customers and expediting issues to the relevant teams
• Take ownership of major incidents out of hours and engage stakeholders through to resolution
• Meet SLAs and KPIs in line with contractual requirements and ensure the effective communication to stakeholders where targets are at risk of not being met.
• Support root cause of failures and conduct reviews where applicable.
• Evoking the business continuity plan in the event of unplanned outages Out of Hours
• Attend review calls, identifying and implementing improvements where required
• Line management of direct reports including objective setting, performance, quality and 1:1 reviews
• Rosta management alongside other team leaders, including holiday approvals to ensure appropriate staffing levels
• Coaching and mentoring team members and providing guidance to enable them to achieve their personal development plans
• Supporting the wider team during busy periods such as taking calls and logging tickets
• Provide cover for the incident manager during periods of absence

Key requirements:

• Proven experience within a Service Desk / Help Desk environment
• Confident communicator, able to navigate difficult conversations
• Customer focused
• Able to effectively multitask
• Creative problem solver with the ability to work autonomously or as part of a team
• Effectively prioritise workload to meet targets
• SC, NPPV3 & Parliament security clearances, or the ability to obtain them
• Proficient in MS office tools
• Experience of using Remedy application

Desirable Skills:

• ITILv4 Foundation
• Previous line management experience

What we offer:

A career at Telent can span sectors, roles, technologies, and customers giving you the opportunity to develop, learn new skills and make an impact. We are growing and we rely on our committed Team to deliver.
We nurture the talent that makes this happen, by our on-going commitment to creating an inclusive culture that respects and values difference, that celebrates diverse ideas. We want everyone to feel they can be themselves and to thrive at work.

The additional benefits with this role:

• 25 days annual leave, and the option to buy or sell days annually
• Overtime options available
• Access to the Flexible Benefits portal
• Company matched pension scheme
• A range of family friendly policies
• Occupational health support and wellbeing Portal
• Discounts on Cinema, Restaurants and Shopping with Telent Reward scheme

We're passionate about creating an environment that champions diversity and inclusion, where everyone feels they belong, can be themselves and empowered to reach their full potential. People are at the heart of our business, and we believe that our teams should reflect the diverse experiences and backgrounds of the communities we support.

We're guided by our values and behaviours:

• Be Inclusive
• Take Responsibility
• Collaborate
• Be Customer-focused