Service Desk Team Lead

A leading Payments provider based in Southampton are now seeking a Service Desk Team Leader to join their growing IT support function.

* 1st escalation point for the IT support team of 10-15 individuals
* Floor walking - distribute calls within the team whilst maintaining contractual SLAs and providing "over the shoulder support" for your colleagues
* Managing and updating the MI information for all colleagues
* Conduct regular performance reviews with your team ensuring all discussions are documented and service management team are updated with staff performance levels and plans
* Ensuring all Service Desk processes & procedures are kept up to date in a central location
* Monitoring Verisae, Service portal request and Callreg emails, ensuring the team are maintaining our contractual agreements
* Managing distribution of project work and liaising with the Technical Team Lead
* 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
* Managing leave, (including sickness and holidays) with agreement from the Line Manager and making sure rotas are up-to-date
* Agreeing and monitoring overtime
* Providing constant support to your team and opposite number(s)
* Sourcing relevant training (In house and external) with agreement from your Line manager
* Constant telephone monitoring of staff and maintaining annual 1-2-1's 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 customers, partners and 3rd parties
* Dealing with all personal issues within the team, using the support of HR and your Line Manager
* Constantly working to improve the Service Team and customer experience, working with your line Manager to achieve this
* Attending internal and external meetings as and when required
* Providing reports/stats to your Line Manager/Director as and when required

Qualifications/Skills Required:

* NVQ Level 1 or above in Customer Service or equivalent IT qualifications
* Experience working within an IT Support environment, ideally managing a team
* Windows Operating System (2000 - Windows 7) and O365
* Full understanding of SLA's & KPI's
* Understanding of ITIL processes
* Providing ad-hoc support to the other Managers as an when required

Personal Skills Required:

* Oral and written communication skills
* Excellent customer service
* Problem analysis/problem solving
* Attention to detail
* Making sure communication is always forefront in your mind
* Must be flexible and able to accommodate last minute management cover as and when required
* Self-motivated
* Positive outlook

If you are interested in this role, please apply in the first instance with an up-to-date CV.

The JM Group is operating and advertising as an Employment Agency for permanent positions and as an Employment Business for interim / contract / temporary positions. The JM Group is an Equal Opportunities employer and we encourage applicants from all backgrounds.