Service Desk Team Leader

The Service Desk Team Leader is a varied, challenging and exciting role. The role is responsible for ensuring the day-to-day Service Desk and Incident Management process activities are delivered by the 24x7 service desk team to meet the needs of the business. It will involve working closely with both internal and external stakeholders and customers and is targeted with supporting the delivery of a high performance and reliable IT capability worldwide. Working within the Cyber, Service and Technology (CST) division and reporting to the Service Delivery Manager – Service Desk, the successful candidate will be responsible for delivering IT Service Desk and Incident Management to NEC and our customers. The role will have direct line management responsibility as well as functional management responsibility for a wider team based in Hartlepool, Chippenham and India. The role is wide-ranging and takes ownership of the delivery of the Service Desk and Incident Management (excluding Major Incident Management) processes within NEC. The successful candidate will show leadership qualities, ability to problem solve with their teams and work collaboratively with key business stakeholders. The role is responsible for delivering of Services aligned to the ITIL framework and maintaining compliance with ISO20000. The role is Mon-Fri 09:00-17:30 and is hybrid office based in Hartlepool Travelling may be required as part of the role as there is a need to attend customer locations and other NEC offices. Responsibilities - Delivery within NEC for; - Incident Management excluding Major Incident Management - Service Desk function - The ability to lead a cohesive team split across multiple geographic locations and to manage people effectively. This includes the ability to coach and develop the team. - Input into the measurement, monitoring and review of performance of the team and processes using KPIs and CSFs - Ensuring the team is performant and skilled to the appropriate level - Allocation of work within the team - Ensure compliance with documented processes to allow certification to ISO20000 to be maintained. - Awareness of the business priorities, objectives and drivers to implement continual service improvement strategies - Work very closely with other process team leaders to ensure a full ITIL aligned end to end service is available to stakeholders - Build and maintain relationships with internal and 3rd party organisations as required, such as technical resolver teams. - Ensuring adherence to contractual SLAs - Reviewing and verifying that all documentation is moderated and accurately updated in accordance with document management requirements - Assist with the implementation of new services within CST, ensuring the teams are prepared for service take-on. - Awareness of the business priorities, objectives and drivers to implement continual service improvement strategies - Engagement with 3rd party organisations as required. - An ability to balance and plan the short-term and long-term actions of the team. - Awareness of all relevant industry standards. - Awareness of best practices for service management. - Strong verbal and written communication skills. - An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk. - An understanding of all of NECSWS business areas. - The ability to manage time effectively while setting the tone of the team through leadership. - Demonstrable Service Desk and Incident Management Experience - Stakeholder Management - Resource Management - Possess good customer service skills and an ability to innovate - Good verbal communication and business writing - Working knowledge and experience of the ISO 20000 Service Management Standard - Ability to lead from the front and mentor both direct reports and the wider team to achieve the best they possibly can Essential Qualifications - ITIL 4 Foundation - You will need to be eligible for NPPVL3 + SC Desirable Qualifications and Skills - ITIL 4 Intermediate Qualification - ITIL 5 Foundation - ITIL 5 Intermediate Qualification