IBCA’s Service Desk Team Leader is responsible for overseeing the day-to-day operations of the Service Desk, ensuring that the team delivers high-quality front line services and basic technical support in accordance with ITIL 4 best practices. This role balances people management, process optimisation, and technical escalation to maintain high levels of customer satisfaction and meeting Service Level Agreements (SLAs).
Responsibilities
Team Management & Development
- Lead, mentor, and coach a team of Service Desk Analysts;
- Conduct regular performance reviews and identify training needs;
- Manage shift patterns and resource allocation to ensure optimal coverage;
- Operate as a technical escalation point for the team;
- Remove blockers preventing the Service Desk analysts from performing their duties;
- Represent the function at the relevant forums;
- Champion and drive continuous improvement for the team and function.
Incident and Request Management
- Act as the functional escalation point for complex technical issues;
- Ensure all incidents and service requests are logged, categorised, and prioritised correctly within the ITSM tool;
- Monitor ticket queues to prevent SLA breaches and ensure timely resolution.
Process & Quality Improvement
- Drive the adoption of ITIL processes within the Service Desk team, specifically Incident Management, Service Request Management, and Knowledge Management;
- Maintain and update the Service Desk Knowledge Base to empower "Shift-Left" resolution;
- Conduct quality audits on tickets to ensure documentation standards are met;
- Work across departments and suppliers to build the Service Desk reputation and ensure internal processes link effectively across the organisation;
- Feed into the ongoing development and maturity of the ITSM tooling;
- Translate lessons learnt into continual service improvement;
- Oversee customer satisfaction and the associated feedback processes, metrics and reporting.
Reporting & Metrics
Track and report on Key Performance Indicators (KPIs) such as:
- Average Handle Time (AHT)
- CSAT (Customer Satisfaction Score)
- Analyse trend data to identify recurring problems and interface with the Problem Management process owner.
Person specification
- Excellent leadership skills, demonstrable through the ability to lead by example and inspire a team whilst maintaining morale during peak volumes and periods of ambiguity;
- A strong analytical mindset adept at identifying root causes rather than just symptoms;
- Ability to break down a problem into smaller parts and follow a structured process to find a resolution;
- A genuine desire to help others and the ability to remain calm and professional when dealing with frustrated users;
- Understanding the importance of "the customer" and how IT services support wider business goals;
- ITIL Foundation Certification in v3/4. Higher-level ITIL modules are a significant advantage;
- Strong technical proficiency and sound knowledge of a range of technologies;
- Ability to explain complex or technical information in a simple, clear, and professional manner to non-technical stakeholders;
- Demonstrated ability to listen effectively to user concerns, ensuring their needs are fully understood before proposing a solution.
- A general interest in technology and an understanding of how businesses use IT systems (e.g., email, cloud storage, hardware);
- While experience is not required, a basic understanding of what ITIL is would be advantageous;
- Previous experience in a customer service role where you handled queries or complaints;
- Experience using basic office software to input or track information;
- Experience with basic personal tech troubleshooting;
- An interest in "working smarter," with the ability to suggest simple ways to improve a task or workflow.
Additional information
A minimum 60% of your working time should be spent at your principal workplace. Although requirements to attend other locations for official business will also count towards this level of attendance.
Alongside your salary of £47,258, Infected Blood Compensation Authority contributes £13,690 towards you being a member of the Civil Service Defined Benefit Pension scheme.
- Premium allowance paid monthly after probation
- Learning and development tailored to your role
- An environment with flexible working options
- A culture encouraging inclusion and diversity
- A Civil Service Pension which provides an attractive pension, benefits for dependants and employer contributions of 28.97%
- 32.5 days of paid annual leave plus 8 bank holidays
- Family friendly policies to support you and your everyday responsibilities
- Enhanced maternity and paternity leave, up to 12 months shared parental leave
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