ICT Service Desk Team Leader

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

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., 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
  
  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.