Service Desk Team Leader

Babcock Mission Critical Services España SA.; Portsmouth; Hybrid; GBP 30,000 - 60,000

Job description

Service Desk Team Leader

Location: Lakeside, Portsmouth + Hybrid Working Arrangements

Compensation: Competitive Salary + Benefits

Role Type: Full time / Permanent

Role ID: SF61653

At Babcock we’re working to create a safe and secure world, together, and if you join us, you can play your part as a Service Desk Team Leader at our Lakeside, Portsmouth site.

The role
As a Service Desk Team Leader, you’ll ensure staffing levels are maintained during operational hours, ensuring the team have sufficient training to demonstrate exceptional levels of customer service and a high degree of technical knowledge.

Day-to-day, you’ll lead, develop and motivate a team of Service Desk analysts, Support Technicians and System Administrators, to meet agreed service levels and provide exceptional levels of customer satisfaction.

• Ensure the team achieves targets for quality, call handling and first-time fix and completing regular one-to-one performance and annual appraisal reviews.
• Ensure staff have received sufficient training, enabling them to demonstrate exceptional levels of customer service and a high degree of technical knowledge.
• Identify and address any initial issues in connection with Absence Management, Capability, disciplinary, employee welfare, in conjunction with the HR department and the Service Desk Manager.
• Identify and address any skills gaps with effective team mentoring, cross skilling, internal training, and/or flagging any areas that require additional or external support to the Service Desk Manager.
• Ensure staffing levels are maintained during operational hours by adjusting shift patterns to allow for holidays, sickness etc.

This role is full time, 37.5 hours per week, Monday to Friday with the earliest start 6.30am and latest finish 5.30pm and provides hybrid working arrangements from our Lakeside Portsmouth site and three days working from home. Occasional travel to other sites as and when required.

Essential experience of the Service Desk Team Leader

• Proven employee leadership experience, ideally with “hands on” management of a team of service desk analysts, within a similar team size and call volume environment.
• Experience working within a HR structure team.
• Managing development of a team, organising and supporting training of colleagues and conducting one-to-ones.

Qualifications for the Service Desk Team Leader

We value difference and don’t have a fixed idea when it comes to background or education, provided you can show the required level of experience and/or willingness to learn then we would like to hear from you.

Security Clearance
The successful candidate must be able to achieve and maintain Security Check (SC) security clearance for this role and other security clearances on contracts demand.

What we offer

• Matched contribution pension scheme, with life assurance.
• Access to a Digital GP, annual health check, and nutritional consultations through Aviva DigiCare+.
• Employee share scheme.
• Employee shopping savings portal.
• Payment of Professional Fees.
• Reservists in the armed forces receive 10-days special paid leave.
• Holiday Trading is a benefit that allows the majority of employees to buy additional leave or to sell up to one working week of annual leave from their annual entitlement.
• ‘Be Kind Day’ enables employees to take one working day's paid leave a year (or equivalent hours) to undertake volunteering work with their chosen organisation or registered charity.
• Excellent development opportunities and benefits package including an employee assistance programme supporting physical, mental and financial wellbeing.

Babcock International
For over a century Babcock has helped to defend nations, protect communities and build a better world. To continue, we must adapt, advance and be a sustainable business with a shared goal.

We are a disability confident committed employer. If you have a disability or need any reasonable adjustments during the application and selection stages, please email [e-mail] with the subject header ‘Reasonable adjustments requirement’. We’re committed to building an inclusive culture where everyone’s free to thrive. We are happy to talk about flexible working – please ask about alternative patterns of work at interview.