2983 ICT Service Desk Team Leader - Karbon Homes

ICT Service Desk Team Leader

Karbon Homes

Come and make a difference at Karbon as an ICT Service Desk Team Leader

We are looking to appoint a suitably qualified and experienced individual for the role of ICT Service Desk Team Leader in the ICT & DT Team. This role will lead the ICT Service Desk team and form part of the ICT management team.

About the role:

The successful candidate will be part of the ICT Infrastructure and Operations team responsible for providing leadership to our service desk team and ensuring ICT support operations meets and adheres to ITIL standards through ITSM activity.

This includes the following responsibilities:

• Assisting the department in reviewing and updating ICT incident & problem management policies, processes and procedures.
• Managing, motivating, and developing the Service Desk team for effective ICT support aligned with the business plan and satisfying key stakeholders.
• Fostering a customer-focused service culture within the Service Desk team.
• Analysing trends in Service Desk data and making recommendations for service improvement.

This is applicable to the full range of ICT & DT services across our technology stack. They will provide excellent customer service to our customers, working with them to identify any areas for service improvement and act as a point of escalation.

About you:

The successful applicants will be able to demonstrate:

• Experience in ICT Service Operations ensuring SLAs and KPIs are met
• Ability to manage major incidents and escalations
• Experience and knowledge of ITIL practices
• Experience of working with internal and external stakeholders to deliver excellence
• Outstanding customer service and communication skills
• Relevant ICT qualification, or equivalent work experience
• Evidence of continuing professional development

About our team :

The successful candidate will work in our ICT Infrastructure & Operations team led by the Head of ICT & Digital Services: Alex Westwood. If you require further information about the role, please contact Alex on 0191 223 8452 or email [email protected]

Key Information:

It’s important to us that everyone feels fairly rewarded for the work they do. We offer a competitive and comprehensive benefits package that supports the wellbeing of our people.

• Service Desk Team Leader
• Permanent role
• Salary is £39,899 per annum
• Location: Predominantly office based at Gosforth or Stanley and attendance at other Karbon offices may be required.
• Working from home is available depending on business need.
• Regular travel will be required
• 37 Hours per week with some homeworking available/flexible working

We recognise the contribution people with criminal records can make as colleagues and we welcome all applications. A criminal record will not exclude a candidate from being appointed because of offences that are irrelevant to, and do not place them at, or make them a risk in the role they’re applying for. The role you're applying for is covered by the Rehabilitation of Offenders Act 1974 (ROA).

The successful candidate(s) will be asked to submit a basic disclosure and barring check application during pre-employment checks. Enjoy great benefits We provide a generous benefits package including 26 days annual leave on commencement rising to 31 days after 3 years’ service, birthday leave, occupational pension and a health cash plan, with the option of a flexible pot towards enhanced benefits. We also provide our colleagues with the opportunity to apply for qualification funding on a range of courses, conferences, and other learning events.

If this sounds like the role for you then please apply through the Karbon Homes website https://jobs.karbonhomes.co.uk/

Important dates:

Closing date for applications Monday 13 May 2024

We reserve the right to close this advertisement early if we receive a high volume of suitable applications. Please apply early to ensure you are considered for the post.

Interview date W/C Monday 27 May 2024

We are committed to equality and diversity and are an inclusive employer. We welcome applications from people of all ages, disability/non-disability, ethnicities, genders, religions, sexualities, transgender status, and cultural backgrounds. Any candidate with a disability who meets the essential criteria for the post will be guaranteed an interview.

If you need a reasonable adjustment to apply for any of our career opportunities, then please contact [email protected]

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