Service Desk Team lead - The role holder leads, motivates, and develops a team of Process Controllers, Service Desk Experts and Service Desk Agents to ensure delivery of Incident and Request for Service (standard Change) management to agreed levels of service.

Main Duties and Responsibilities

• People Management: Manages, motivates, and develops a small team of service desk employees, ensuring that the service levels constantly improve and contribute to growth in new business.
• Customer Relations: Establishes relationships with middle to senior level customers and a range of managers across gategroup to deliver and enhance their service.
• Risk Management: Establishes and manages risk for the team(s) technical skill levels and adequate resources to ensure that risks are mitigated, and problems resolved, in relation to meeting service levels.
• Planning & Control: Resource allocation/scheduling ...