Service Desk Team leader
Job Overview
Company Background
The BMA Tech Services Service Desk is the central point of contact for IT queries. The Service Desk strives to set the standard of behaviour for customer engagement, playing a key customer advocacy role, developing and delivering services that support customer needs to meet BMA service objectives.
The Role
The Service Desk Team Leader is a key role, tasked with managing a team of Service Desk Analysts and Consultants. The post holder is responsible for overseeing the day-to-day effectiveness of service provision and ensuring that targets are met, they will be the point of escalation for IT support and help triage complicated and urgent tickets, generating reports for senior management and identifying efficiency gains from trend analysis. They will also need to ensure IT procedures are met and offer solutions for improvement,
From time you may need to help cover our 8am-6pm operating hours and act as the first point of call, you will also be required to train junior staff, to support the team in their IT career by quarterly reviews and encourage the use of our training platform.
Required Skills
If successful our experienced Service Desk Team Leader needs the following skills
- Proven leadership of managing a small team
- Excellent troubleshooting skills
- Excellent customer service skills
- Enthusiasm to learn and develop new technologies
- SLA Management
- Full support of O365 (Office, SharePoint, MS Teams etc…)
- Understanding of SCSM (Or other recognised ITSM Platform)
- ITIL Qualified (Or equivalent)
- Relevant MS qualifications (desirable)
Why work for us?
As a BMA employee, you`ll receive:
- Generous annual leave provision, plus 1 company day and public holidays
- Double matching pension contributions up to 12% of salary
- Season ticket loan (up to £10,000) after completion of probationary period
- Additional flexible benefits.
You may be working remotely initially, but we`ll provide all the support you need. If this sounds like the right opportunity for you, please apply through our website. For any queries please email recruitment@bma.org.uk
Diversity & Inclusion Monitoring:
We need your support to make sure our staff come from a variety of backgrounds so we especially welcome applications from disadvantaged communities. Even if you`re not selected, it would be really helpful if you could complete the diversity & inclusion data when you apply for this role, because we can make sure we are encouraging a diverse mixture of candidates to apply. Thank you very much.
