Service Desk Team Leader
CRISP, United Kingdom

Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
Unspecified
Total Vacancies
1 Job
Posted on
Mar 2, 2021
Last Date
Apr 2, 2021
Location(s)

Job Description

Crisp operates 24/7. We are currently changing our operational model and require a Service Desk Team Leader to run a global team of Service Desk operatives and our 24/7 portal for clients and internal stakeholders. The Team Lead will help build, run and operate the team and the Service Desk capability, which is being completely revitalised. The Service Desk will deal with all service requests, change notifications and incident reports, as well as user communications, 24/7.

The Team Lead will need to balance creative and technical problem-solving, customer service, and collaboration to ensure that Service Desk is a part of our seamless 24/7/365 capability. The Team will be split across three locations (UK, US and APAC) as a part of our follow the sun model; remote management will be essential.

In this role, you will :

  • Drive the operational leadership of the Crisp 24/7 teams using a Service Desk capability to deliver service desk and support strategies to fully underpin the organisation’s business and strategic objectives.
  • Collaborate with and provide direction to the Chief Production Officer to develop service desk processes and services to deliver exceptional customer service and support.
  • Interface the service desk with other IT, Technology and business functions, processes and standards to maximise the efficiency and effectiveness of service operations.
  • Ensure the operational team manages all requests, issues and communications into Crisp, and these are dealt with successfully to SLA, on a 24/7/365 basis.
  • Manage the Service Desk team to ensure the resolution of service desk tickets, which include incidents, problems and service requests in line with SLA’s (Service Level Agreements) and OLA’s (Operational Level Agreements)
  • Be an escalation point for ownership of problems and communication on progress of service desk issues where required.
  • Be responsible for Service Desk element of our dedicated knowledge base, ensuring this is updated as required by Service Desk team.
  • Act as an escalation point of advanced / urgent service desk requests, issues or incidents as appropriate.
  • Report service desk status to the business to refine and improve the service desk function across all departments, internal and external customers.
  • Ensure team prepare and deliver end of day/shift handover to ensure continual service support 24/7/365
  • Ensure team monitor existing service desk tickets on a daily basis, ensuring that these are being appropriately progressed across the business

Requirements


Essential Criteria

  • Team Leadership; the TL will build and run our expanded team.
  • Technical skills; the TL will frequently play a direct role in escalation and resolution of user issues where appropriate
  • Problem-solving skills; TL’s should be able to devise both technical and creative solutions to user issues Communication skills
  • Time management
  • Attention to detail; Service desk requires close attention to small details in order to ensure the correct configuration of client services
  • Ability to work under pressure; our clients are the world’s biggest brands and they can be demanding
  • People Management: Ongoing development and upskilling of Service Desk team members to ensure they meet the requirements of ongoing business operational support activities

Desirable Criteria

  • A degree in a technical / computer science subject or equivalent technical experience
  • Experience of Service Desk applications and Solutions
  • Experience of working with major brands as clients

Benefits

Our rewards are as unique as our culture, and we want to attract the best people and keep hold of them.

Not only will we ensure that your development is key, but you will be joining a fantastic team of like-minded people who work together as one team to achieve a shared vision.

We offer an excellent salary and benefits package which include;

  • Market competitive pay rates based your skills and experience
  • Discretionary bonus scheme / commission scheme
  • A generous option allocation
  • 33 days holiday including Bank Holidays
  • Critical Illness insurance
  • Life Insurance Cover
  • Healthcare Cash Plan / Healthcare, dental and vision plan
  • An attractive pension
  • Cycle to Work Scheme
  • Employee perks schemes offering discounts, rewards, giveaways and more
  • Subsidised gym membership
  • Mental health wellbeing portal and access to an in-house clinical psychologist
  • Support and provision of supplies to facilitate home working
  • Flexible working opportunities

  • About Crisp

    Crisp provides 24/7/365 early-warning risk intelligence as a service for leading br

    Job Specification

    Job Rewards and Benefits

    CRISP

    Information Technology and Services - London, United Kingdom
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