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Service Desk Team Leader (Population Health)


Department:

Operations

Location:

Hybrid - Milton Keynes

Overview:

An exciting opportunity to join a fast-growing software company as a Service Desk Team Leader for our Population Health platform. Our Service Desk team has grown dramatically over the past 12 months, and we are now looking for a customer focused individual with good team leadership skills to help support the Senior Service Manager in managing and developing the new team.

Job Brief:

We are looking for an experienced Service Desk Team Leader to manage the day-to-day 1st and 2nd Line Support staff. This is a new role due to the expansion of the team.

Working with the Senior Service Manager, this role will be responsible for the motivation and development of the call handling service and resolution within the Population Health service desk. The Service Desk Team Leader will ensure that all calls are responded to within the agreed timescales detailed in the customer Service Level Agreement and that customer experience is of high quality.

This role will also need to motivate, encourage, and support the 1st and 2nd Line staff on a daily basis and help form part of a focused and customer driven Service Desk.

Main Responsibilities:

  • Day to day co-ordination of the First- and Second-Line Service Desk function:
    • Ensure that the Service Desk is an excellent deliverer of Customer Service
    • Ensure that the call logging system is fit for purpose and is used effectively and efficiently by the team
    • Be responsible for the operational management of call assignments within 1st and 2nd Line
    • Undertake a regular review of the First- and Second-Line call queues to ensure timely response against SLA
  • Support the Senior Service Manager and help lead in the development of good customer service practices
  • Contribute to and deliver improvements that support the continuous improvement of processes and controls within the team, adopting ITIL best practices where possible
  • Provide self-help and user guides for the ICT Customers to help reduce unnecessary direct contact with the service desk
  • Maintain individual Personal Development Plans (PDPs) for each member of the Service Desk team.
  • The post holder may be required to take part in an out-of-hours system support rota (for which an additional allowance will be made).
  • Undertake any other duties of a senior level and responsibility as may be required from time to time.
  • Support the Senior Service Manager and help lead in the development of good customer service practices
  • Contribute to and deliver improvements that support the continuous improvement of processes and controls within the team, adopting ITIL best practices where possible
  • Provide self-help and user guides for the ICT Customers to help reduce unnecessary direct contact with the service desk
  • Maintain individual Personal Development Plans (PDPs) for each member of the Service Desk team.
  • The post holder may be required to take part in an out-of-hours system support rota (for which an additional allowance will be made).
  • Undertake any other duties of a senior level and responsibility as may be required from time to time.

Requirements:

  • At least 2 years’ experience in a Service Desk role and a proven track record of the supervision of staff
  • Have a process driven attitude to work and be able to drive compliance successfully through the service
  • High awareness of Customer Care - the Service Desk is a high-profile function and is the users' first point of contact
  • Ability to work well under pressure and at a high work rate.
  • Excellent inter-personal skills: diplomatic and able to inspire customer confidence
  • Ability to determine correct workload priorities for the First Line Service Desk Team.
  • Ability to coach team members and provide necessary training to improve skill sets.
  • Evidence of customer service skills

Applications:

Please apply in writing, sending a covering letter & CV to hrrecruitment@systemc.com

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