IT Service Desk Team Lead

  • Job Reference: HQ00015922
  • Date Posted: 28 January 2019
  • Recruiter: E-Resourcing
  • Location: Southampton
  • Salary: £24,000 to £28,000
  • Sector: IT (general)
  • Job Type: Permanent
  • Work Hours: Full Time

Job Description

Microsoft Office / Windows Operating System / Windows 7

(Southampton, Hampshire)

My client, A market leader in loyalty and payment solutions urgently require a Service Desk Team Lead to join their team based at their Headquarters based on the South Coast.

Job type:

Working Hours 6am 11pm Mon Sunday on a Rotation basis
These hours are subject to change depending on business needs


£24,000 - £28,000 depending on experience level

Job location:

Southampton, Hampshire

Key Technical Skills & Basic Understandings:

Key Competencies:

(Understanding of the below is essential to the position)

  • Oral and written communication skills
  • Understanding Petrol forecourt systems & Convenience market
  • Excellent customer service
  • Problem analysis/problem solving
  • Good Timekeeping
  • Adaptability
  • Attention to detail
  • Stress tolerance
  • Microsoft office (Computer Literate)
  • Windows Operating System ranging from 2000 - Windows 7
  • Self-motivated/A motivator
  • Positive outlook
  • Assertive

(Basic understanding of the below would be preferred but not essential)

  • Full understanding of SLA's & KPI's
  • NVQ Level 1 or above in Customer Service or equivalent
  • IT qualifications
  • Other Team Leader experience would be advantageous


- 1st escalation point for your Team

- Confidence to escalate issues, problems, complaints to your Line Manager in a timely manner

- Floor walking distribute calls within the team whilst maintaining contractual SLAs and providing "over the shoulder support" for your colleagues and Monitoring Lunches and Breaks

- Managing Sickness, Holidays and any other time off with agreement from the Line manager and making sure rotas are up to date.

- Agreeing and monitoring overtime

- Managing staff timesheets

- Working to specific targets and KPIs, and escalating problems achieving these to your Line Manager

- Actively reducing the On Hold and out of SLA lists daily

- Managing Alerts in a timely manner

- Monitoring Verisae, Service portal request and Callreg emails, ensuring the team are maintaining our contractual agreements.

- Managing distribution of project work installs, upgrades, rollouts etc. via agreement from Management team and liaising with the Technical Lead Team.

- Providing constant support to your team and opposite number(s)

- Sourcing relevant training (In house and external) via agreement from your Line manager

- Develop an understanding of ITIL processes

- Continued self-improvement, to achieve expert knowledge in all areas of the company and products, willingness to undertake an NVQ in Team Leadership

- Managing and updating the MI information for all colleagues.

- Ensuring all Service Desk processes & procedures are kept up to date in a central location.

- Conducting regular performance reviews with your team ensuring all discussions are documented and service management team are updated with staff performance levels and plans.

- Constant telephone monitoring of staff and maintaining yearly one to ones with staff

- Encouraging development within the team and making sure colleagues are put on progression as and when is mutually agreed

- Providing support in a professional manner to the company's customers, partners and other 3rd parties.

- Dealing with all personnel issues within the team, using the support of HR and your Line Manager

- Attending internal and external meetings as and when required

- Providing reports/stats to your Line Manager/Director as and when required

- Constantly looking for ways to improve the Service Team and the customer experience and working with your line Manager to achieve these

- Providing ad hoc support to the other Managers as an when required

- Incorporating the lead by example approach in your daily working ethic

- Making sure communication is always forefront in your mind

- Must be Flexible and able to accommodate last minute management cover as and when required.

For more information on this exciting opportunity please contact Athena Antoniou
E: / T: 01372748444