Service Desk Team Leader

A Service Desk Team Leader is required to be part of this major banking organisation, the successful candidate will have a proven track record within the service desk arena and experience of managing teams of 10 to 15 analysts.

* Collate information using sensitive but rigorous questioning techniques whilst acknowledging that each individual has a unique and personal view.
* Generating multiple fit for purpose options and evaluations whilst comparing the implications in terms of risks and benefits.
* Adhere to guidelines and procedures including the management of risk based activities.
* Apply reasoning to analyse the relationship between different parts of technical problems/issues/situations to distinguish causes from symptoms.
* Take ownership of recurring issues/events and escalate accordingly to support problem management and root cause analysis.
* Work with colleagues and stakeholders in a collaborative fashion in order to meet the objectives of the Centre.
* Coach less experienced colleagues to improve the individual's knowledge and competence.
* Ability to make sound decisions based on available information.
* Manage under performance effectively and consistently
* Reward and recognise areas of excellence
* Advocate of key activities
* Budgetary management
* Mentoring and coaching for performance
* Identification of issues and actions plans around developing people