Hays Specialist Recruitment Ltd posted a job you might be interested in November 10, 2014 at 04:36PM

Hays Specialist Recruitment Ltd



Service Desk Team Leader

Milton Keynes, United Kingdom, GB - Information Services

Service Delivery Team Leader



Day Shift supporting EMEA £30,000 - £35,000



Night Shift supporting APAC - £35,000 - £40,000 plus shift allowance of 15%





My well established client is looking for an experience Service Delivery Team Leader to join their Service delivery function Based in central Milton Keynes. In order to be successful for this position, you will have extensive Service Desk environment experience as well as experience of managing or supervising a team. Furthermore this position is a night shift position and there is no option to work day shifts.



This position will oversee the service desk support team in their daily tasks of responding to and resolving incidents and or request tickets. The primary focus is to monitor productivity of representatives and create a work environment that is exciting and enjoyable to work in, so that the service level goals are being achieved.



You will also be tasked with the on-boarding and process lead to develop and maintain all processes (and associated technologies) unitised by the Service Desk, As well as coordination of all actions necessary for continuous improvement across the Service Desks globally. The lead will also ensure all projects are on-boarded successfully onto the Service Desk by working with the PMO to proactively identify and challenge any projects that are being implemented without the engagement of the Service Take on.



This role will include development, support and management of service desk analysts. Prioritising workloads and balancing conflicting demands and managing the team schedules to assure coverage at all times. You will also be tasked with ensure that the team are performing their responsibilities in a timely, consistent and responsive manner.



The other side to this role is the hands-on approach to the service desk function such as Process Improvement; this involves challenging existing processes and procedures to identify opportunities for improvement. Determine need for new processes, leveraging existing environment to avoid redundancy, and taking account of impact on employees and external clients. Another aspect is Transition Management and Service Expansion: this will involve leveraging all service desks globally to identify appropriate expansion model for each project/opportunity, prioritising and validating all expansion opportunities to provide continuous growth without impact to the service levels.



If you feel that you have the relevant skills, experience and knowledge to be able to fulfil this role successfully then please send your up-to-date CV or alternatively you can call me for a confidential discussion on 01923 205283.

Hays EA is a trading division of Hays Specialist Recruitment Limited and acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk



£30000.00 - £40000.00 per annum



Posted November 10, 2014 at 04:36PM from LinkedIn http://ift.tt/1AU6fdx

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