Service Desk Team Leader - #1660703

We are actively building diverse teams and welcome applications from everyone.

Role: Service Desk Team Leader

Location: Manchester (SCC operate hybrid working, which comprises of a mix of office and home working)

Contract Type: Permanent

Salary Package: Up to £28,000 per annum plus large company benefits, a broad flexible benefits scheme, and 2 paid-for volunteering days a year

Hours: 9.00 am – 5.00pm (Monday –Thursday) & 9am - 4.30pm (Friday), 37 hours per week

Interview Process: 2-stage process

Why SCC?

• An inclusive workplace
• Excellent package: solid basic and company benefits
• Hybrid working & core hours in line with role requirements
• Career development and life-long learning opportunities
• Opportunity to join Europe's largest privately-owned IT Company
  
  

Role Purpose

As Service Desk Team Leader you'll be the first point of escalation for the Service Desk team, managing escalations to resolution in a timely fashion, and prioritising workload, whilst continually looking to improve service provision and efficiency.

Key Responsibilities

• Overseeing the desk to ensure all issues are dealt with promptly and effectively
• Take ownership and manage escalated queries to resolution, and provide feedback
• Conduct regular 1-2-1s with the team and provide feedback to manager
• Responsible for the day-to-day management of the service desk and their tasks
• Support and provide the team with the necessary skills to excel in customer service
• Prepare reports by collating, analysing and summarising information and trend
• Responsible for the quality of service delivered by the service desk to internal and external customers / departments
• Lead by example and demonstrate best practices
• Attend customer calls / meetings where necessary
• Escalate unresolved problem to manager
  
  

Skills And Experience

• Experience of leading/managing small team
• Experience of working in a fast-paced customer service setting
• Understanding of systems and processes to guide and support the team effectively
• Be approachable and available for the team
• Strong organisational skills and attention to detail to work with team members and stakeholders
• Systematic & timely approach to incident management
  
  

About Us

SCC is Europe's largest privately-owned IT business, based out of the new £7m HQ office in Birmingham and we help clients succeed through IT transformation and exceptional customer experiences. We are a business where innovation is greater as we combine unique ideas, people and disciplines. We are a global company that is passionate about IT and where we look to simplify the complex.

We are an equal opportunities employer

SCC is committed to providing equal opportunities and a proactive and inclusive approach to equality and diversity in employment. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non-membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief.

If you are selected for interview, and need any reasonable adjustments made for your interview, please let the SCC Talent Acquisition team know, at the point of scheduling.

Diversity & Inclusion at SCC - https://www.scc.com/diversity-and-inclusion/

Sustainability at SCC - https://www.scc.com/sustainability-at-scc/

Life at SCC - https://www.linkedin.com/company/scc/life