Service Desk Team Leader
Peterborough
ABOUT CDW
CDW is a leading technology solutions provider to business, government, education and healthcare organisations in the United Kingdom, Canada, and the United States. Our fingerprints can be found on technology in workplaces of more than 250,000 companies: from start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small.
JOB SUMMARY Provide leadership, guidance and support to a team of service desk analysts and assist the Service Desk Manager in their responsibilities. Ensure company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service. Endeavour to provide all CDW customers with the best level of customer service and support. Maximise productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targets KEY RESPONSIBILITIES
Provide leadership, guidance and support to a team of service desk analysts
Develop and coach team members to improve performance, as well as achieving their career aspirations through 121s and coaching sessions
Identify and deliver training and development needs in line with company procedures
Develop, grow and maintain professional working relationships with all internal and external stakeholders and customer equivalents
Responsible for the upkeep and quality of the knowledge base for the team
Ensure customer escalations are handled in a timely manner including providing/implementing corrective actions
Ensure company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service
Set high quality standards and monitor as part of monthly QA, ensuring this is met via appropriate assessment methods
Quality Assurance of Incident Management by spot checking Incidents and providing Analysts with documented feedback
Ensure that there is continual service review and improvement of all processes and procedures
Maximise productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targets
Through monitoring, management and contribution ensure the team achieve and exceed relevant SLAs, OLAs and KPI’s
Identify and escalate any potential breach of service level or risk to CDW where possible mitigating breach and managing to resolution
Provide relevant stakeholders within Services with ad hoc reports
The above is not an exhaustive list of duties and you will be expected to perform different asks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.
QUALIFICATIONS, SKILLS AND EXPERIENCE
Awareness of ITIL methodologies and best practice
Knowledge of the working practices of the area responsible for
Good working knowledge of Microsoft Word, Excel and Outlook
Previous supervisory experience
ESSENTIAL ATTRIBUTES
A real passion for people management and development in a large team
A passion to deliver excellent service with service level management and experience
Previous people management experience
Driven, motivational, professional leader, with a 'can-do’ attitude at all times
Effective communication and interpersonal skills with internal and external stakeholders with the ability to confidently deliver presentations
Creative and innovative problem-solving skills with an inquisitive nature
Analytical with attention to detail
Ability to work as a team to support and influence team members
A desire to take ownership and accountability to see your work through to resolution
Ability to work under pressure and to tight deadlines
A patient, tolerant and supportive team member
CUSTOMER FOCUS AND WAYS OF WORKING
Each coworker is accountable for their actions and is required to exercise good judgment in everything they do. Part of that responsibility includes ensuring that you understand and live up to the values and standards we set for ourselves in the CDW Way, the CDW Way Code (our code of ethics and business conduct), the Information Management System (IMS), and all other policies and procedures relevant to your role.
Each coworker has a responsibility to ask questions when they are unsure of CDW’s values, standards and policies, and to take action if they believe someone else is not acting consistently with those values, standards and policies.
Each coworker is responsible for maintaining customer focus and for periodically reviewing the Circle of Service Philosophy and the Quality Policy to understand CDW’s commitment to excellent client service and continual improvement. Coworkers must report any customer problems, feedback, service outages, and service improvement suggestions to management.
Each coworker is required to comply with CDW’s policies relating to Information Security and Data protection, specifically to:
o Protect all information assets from unauthorised access, disclosure, modification, destruction & interference
o Treat the security of all information assets according to their designated information security classification
o Ensure that they only access information assets that they are authorised to do so.
o Adhere to the procedure for reporting any security weakness or event
o Commit to, and participate in, personal development of information security awareness & knowledge
Comply with all laws and contractual obligations regarding the protection of data
WHAT YOU CAN EXPECT FROM US :
We are committed to an inclusive and diverse CDW. CDW is an equal opportunity employer. We do not discriminate based on race, colour, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any other status or characteristic protected by, state, or local laws.