Service Desk Team Leader - Acacium Group : Job Details

Acacium Group

Service Desk Team Leader

Hybrid - 2 days Homebased and 3 days in Bristol office (BS13 8BX) with travel to London office when required 

Full Time (37.5 hours per week), Permanent 

Competitive salary and annual bonus structure

Unlock your potential:

Do you have Service desk experience and thrive off delivering an exceptional customer experience? Are you looking for career growth in a management role?

We have an exciting opportunity to appoint a Service desk team leader, responsible for managing a team of 8 direct line reports made up of 1st and 2nd line analysts. In this role you will follow ITIL best practices to deliver exemplary services, manage incidents and requests in ServiceNow, and ensure accurate data entry for central reporting and trend analysis.

As a Team Leader, you will lead by example in delivering extraordinary customer service across the service desk, contributing to customer satisfaction scores, and providing technical and hierarchical escalation support. You will regularly review and update processes, report on service desk activities, and collaborate with the Service desk manager to proactively improve service provision.

Acacium Group is a leading healthcare delivery partner. We combine access to workforce, technology and sector expertise to increase the sustainability of the global healthcare system from early-stage clinical research, to acute and palliative care. 

Every day you will…

• Manage a team of 8 x 1st and 2nd line Service desk analysts where you are responsible for rota management for onsite cover, planned leave, training etc whilst supporting individuals in their roles and ensuring team workload, tasks are managed and deadlines are met accordingly
• Ensure each individual has been set appropriate SMART goals/targets and that these are monitored regularly along with their individual performance. Holding appraisal meetings with each person at least twice a year to review goals and performance and having regular 1 to 1's.
• Provide an escalation point for Analysts to ensure incidents and requests are handled efficiently and at pace through to resolution. Utilising forwarding groups to ensure the correct teams are involved in the support of tickets.
• Fulfil request tickets that have either been assigned directly to you, received directly from customer interactions or picked up from the unassigned queue. Providing a first-class service completing requests to high standard and updating the ticket and keeping the customer informed

What’s in it for you?

We love exceptional people, and in return, we offer an exciting place to work, with a wide range of benefits, rewards and opportunities to grow your career, including:

• Dedication to developing you and your career through our dedicated Employee Development Programme
• Opportunities to enhance your experience and skillset with growth and progression within global organisation
• Unlimited learning & development opportunities at your fingertips- including fully funded qualifications!
• Aviva pension scheme matched up to 5% contribution
• Gym Flex- discounted gym memberships, UK-wide!
• Regular events and incentives
• Discounted Tastecard membership
• Reward portal offering discounts on bars, restaurants, shops and cinemas!
• Life Assurance, Critical Illness Cover and Private Medical Insurance
• Opportunities to work from home in a hybrid working model
• Optional charity involvement with two paid volunteering days a year
• Annual top performers award with £1000 voucher

Join us and make a difference!

If you want to join a global, market-leading organisation who are committed to the human side of business, then look no further. Acacium Group is the UK’s largest healthcare staffing and solutions partner and specialise in healthcare, social care and the life sciences industries. We are a business with scale, leading digital capabilities and a strong financial profile, with a vision to be the leading global healthcare solutions partner.

We are powered by the best people and have an unrivalled and diverse range of capabilities, all while incorporating our company values into everything we do – Putting People First, Always by your Side, Driven by Excellence.

Join us and play a key part in shaping the future of society and improving people’s lives!

To thrive in this role, you must have..

• Experience of using ServiceNow or a similar ITSM ticketing system
• Demonstratable people management, coaching and leadership skills with an ability to delegate, support and motivate others
• Expertise in supporting for MS Office365 and MS Client OS support, IT hardware related issues and computer imaging, configuration and profiling
• Exceptional written and verbal customer service skills 

Our Inclusion Commitment:

We are passionately committed to being a truly inclusive and diverse company- it is at the heart of our core value of Putting People First. We continue to enhance our culture of inclusion and diversity across all of our roles and actively encourage applications from all backgrounds and communities.#INDENT2022