Our Service Desk Team Leaders provide strong leadership, guidance and mentoring to a teak of Service Desk Analysts, Seniors and Specialists who are customer focused in the delivery of service excellence and continual service improvement. 

This role supports the Service Desk Manager in delivering a customer centric approach with a focus on providing value to the customer and the customer relationship.

• Job Title: Service Desk Team Leader
• Salary: Up to £30,000 DOE
• Location: Birstall, West Yorkshire

• Leading and motivating the team to deliver against agreed objectives, KPI's and SLA's
• Driving the adoption of continual service improvement in line with both Quality Management and CSAT activities
• Identify operational risks and issues and record within the Service Desk risk register
• Collaborating with the wider operational / account teams to implement supportable solutions in line with contractual obligations
• Managing of direct reports through 1:1s, PDRs, dashboard reporting and team meetings
• Implementing and on-going management of documentation, processes and procedures to support working practices. 
• Escalation management for direct reports and CSAT output
• Representing the Service Desk at internal or external meetings which are relevant and appropriate to the success of the desk and the organisation
• Management reporting inclusive of resource modelling

• Ability to lead, influence and develop self and others
• Drive, self motivation and ability to work under own initiative
• The ability to work under pressure in a fast paced environment
• Excellent organisational skills
• Previous Service Desk and / or line management experience
• Excellent relationship and people management skills
• Excellent technical knowledge of the products and services supported by the desk
• Excellent verbal and written communication skills
• Excellent analytical/problem solving abilities with which to drive continual and service improvement

What are the benefits of working at Daisy?

Our colleagues work hard to deliver for our customers and that is why we give them the recognition and rewards they deserve for their effort

But working at Daisy is much more than just a fair salary. It’s about providing a range of benefits and opportunities to all our staff to make working with us enjoyable.

Our ethos is simple: the more you put in the more you get out.

Here are some of the benefits that we offer…

• Up to 38 days holiday, plus bank holidays
• The day off on your birthday!
• Fantastic learning and development opportunities through "Daisy University" to help you achieve your career goals. 
• Access to excellent discounts and savings at more than 1,200 retailers
• Access to exclusive offers on a range of Daisy products