Service Desk Team Leader

We are looking for a Service Desk Team Leader to join our Customer Service team!

About VCG

VCG provides project and managed services into a wide range of industry sectors like Logistics/ Insurance/ Event Space/ Retail and Leisure. Primarily Cisco and Fortinet Solutions, underpinned by the provision of connectivity solutions and managed service support wrap.

Role Overview

The Service Desk Team Leader is a key role within VCG Customer Services. The role holder will oversee

the effectiveness of Service Desks knowledge and skills to ensure a consistent high quality of service is provided. The role holder will also manage shift planning and absence management to assure suitable cover and will be responsible for appraising and performance management of direct reports.

The post holder is expected to work effectively, supporting and collaborating with their team to ensure our service targets are achieved and we drive through improvements to our service and the Teams support capability and development. Strong communication skills are also required to for engagement with senior customer and VCG support stakeholders.

This role requires the ability to develop effective working relationships with colleagues within and beyond IT Services, to ensure that a consistent, high-quality service is delivered by the Service Desk. This is a fast-paced and varied role, requiring excellent communication and customer service skills as well as a broad range of IT knowledge.

Key Responsibilities
  • Coordinate the service desk team members in their daily duties of attending to clients and support tickets and facilitate good customer service culture in team members
  • Administer Service Desk cover, ensuring staffing levels are managed and maintained
  • Acting as an escalation point where difficult or controversial calls are received
  • Produce performance statistics for management reports
  • Produce performance reports to support development and performance management of the Service Desk team.
  • When required, represent the Service Desk at internal or customer meetings
  • Liaising with senior management
  • Consistently review the Knowledge Management system, finetuning knowledge articles, creating new processes where required and escalating dependencies to broader support stakeholders.
  • Contribute and deliver service improvements, in line with the continuous service improvement program.
  • Coordinate and facilitate internal training of the team to ensure technical, customer service and soft skills are continuously improved
  • Engage in strategic decisions to identify and plan external training needs for the service desk team
  • Undertaking HR activities as required
  • Performing briefings to Service Desk staff on changes or deployments that may impact the Service Desk
Key Competencies
  • Excellent verbal and written communication skills
  • Critical thinking and problem-solving skills
  • Knowledge of all supported hardware and configurations
  • Planning and organizing
  • Teamwork
  • The ability to investigate and troubleshoot issues
  • An active / empathic listener
  • Excellent organisational skills with the ability to multi-task
  • Ability to manage own time effectively and to be prompt and punctual
  • Negotiation
  • Conflict management
  • Adaptability
  • Stress tolerance
Skills & Experience
  • Customer Services training and experience
  • Experience of working effectively within a team and collaborating with others to achieve a goal
  • Experience of supporting enterprise networks
  • Knowledge and understanding of best practice framework (such as ITIL & ISO) for the delivery of IT services
  • Documenting training, procedures, and processes
  • Experience within a supervisory role
  • Service Desk Institute
  • ITIL V4 Foundation
  • CompTIA or equivalent (desirable)
  • CCNA (desirable)
  • Fortinet NSE Level 4 (desirable)

Equal Opportunities:

We are an equal opportunity employer. We will consider all qualified applicants for employment without discrimination on grounds of disability, gender or gender orientation, pregnancy or maternity leave status, race or national or ethnic origin, age, religion or belief, gender identity or re-assignment, marital or civil partnership status, protected veteran status (if applicable) or any other characteristic protected by law.

Right to Work:

Please note that this role requires the successful applicant to be permitted by the UK Home Office to live and work in the UK”

To apply:

Forward your CV and cover letter to

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