Service Desk Team Leader

The Service Desk Team Leader will be responsible for resourcing and managing a busy 24/7 Service Desk, ensuring the best possible service is delivered to our customers by providing appropriate training, knowledge and support for our agents, ensuring contractual SLAs are achieved, clearly defined incident & request processes are adhered too, continuous service improvement, introduction and implementation of new business, managing team performance through coaching, absence managed as per company policies, point of escalation for the desk or customer, active ongoing recruitment, reporting and representing the Service Desk at both internal and customer facing meetings. Employees within this area will be expected to have the ability to work independently and use their own initiative.