Service Desk Team Leader - Out of Hours

Job Title - Service Desk Team Leader - Out of Hours

Reports to - Service Desk Manager

Salary - £35,000 plus £4,000 annual Out of Hours allowance

Location - UK Remote

Please note - This role involves working 12-hour shifts on a rotating schedule of 4 days on, 4 days off. The typical shift hours are from 7:00 PM to 7:00 AM.

Established in 2003, Focus Group is proud to be one of the UK’s fastest growing independent providers of essential business technology, providing digital workplace solutions to over 30,000 customers across the UK. From our small but ambitious beginnings, we have grown into a nationwide company with over 1000 employees across 16 offices and have recently joined the ranks of Britain’s private company ‘unicorns’ after securing a new $1bn valuation. Our recent investment from PE backers, Hg, will support Focus Group’s organic growth plan, M&A ambitions and product development initiatives, enhancing our ability to deliver innovative solutions to businesses of every size, shape and sector.

We are now recruiting for a Service Desk Team Leader - Out of Hours.

This role is to manage the running of the Focus Group Total Care out of hours service support team across all technologies.

Principal Responsibilities/Duties

• Responsible for the line management and development of all individuals within the out of hours service desk, including the approval of annual leave, tracking absence/shift attendance, product knowledge and personal development.
• Ensure all out of hours tickets are meeting set KPI’s e.g. response, fix, update frequency, target breaching etc.
• Handover of tickets raised in hours, including but not limited to; supplier chasing, providing customer updates, processing service requests, and working the total open ticket queues across technologies. Offering a true 24/7 ticketing support service.
• To be an escalation point for out of hours across all technologies, including fraud management and supplier alerts. Escalations may arise off shift pattern.
• Conduct regular communication briefings across shift patterns to provide key information the out of hours Service Desk needs to be aware of, including but not limited to handover into service, key account information/changes, development of Total Care support. Ensure team feedback is obtained and any ideas or issues are taken forward and addressed as appropriate to encourage a collaborative working environment.

Requirements

• Proven ability to support a Service Desk as a leader for a minimum of 2 years in a transferable industry.
• Solid understanding of the following technologies with at least five years’ experience. Windows Server, Office 365, Firewalls (Sonicwall, Cisco Meraki), Networking & Wireless (Ubiquiti, Aruba, Meraki).”
• Ability to work to KPIs and instil these in a team.
• Excellent communication skills both verbally and written.
• Analytical and methodical problem-solving skills.
• Be adaptable to change in processes and lead the change where required.
• An ability to deliver clear and articulate information to customers and colleagues adjusting language and detail to suit the audience, whether it is verbal or written.
• A detailed-oriented individual, who can estimate and prioritize effectively, to meet deadlines, organised, co-ordinated, and pro-active.
• Demonstrate an ability to remain calm and composed whilst dealing with internal company pressure.

This role involves working 12-hour shifts on a rotating schedule of 4 days on, 4 days off. The typical shift hours are from 7:00 PM to 7:00 AM.

At Focus Group you can be proud of what you do, how you do it and feel a true part of the team. We work hard to create an inclusive, collaborative and rewarding environment where you are inspired to achieve brilliant things and really make a difference to the future of our business.

We’re proud to have built an outstanding place to work where people thrive and are recognised for their achievements. We’re delighted to have been named one of the UK’s best 100 Companies to Work for 2021 and a British Private Equity & Venture Capital Association (BVCA) 2023 Vision Award Winner for London & South East for our commitment to culture and ESG.

We welcome all applications and if you struggle to apply online, please contact us for a chat, or email us directly. We can make any reasonable adjustments to the working environment to ensure all employees are included and can work safely in our offices.