Service Desk Team Leader

Job Description

You will work directly with our Service Desk and IT Support management teams who are located at our offices based in Stoke-on-Trent, Manchester and Malta, while being responsible for the day to day running of our Stoke-on-Trent based Service Desk team and IT Support team in Colombia. Proficiency in English, Spanish, and Portuguese is essential for effective communication.

You will generate reports and statistical information for management and call monitoring, whereby quality and accuracy is measured using specific criteria and metrics, with the aim of providing effective coaching and feedback.

With new initiatives and technology being introduced into the team, we are looking for a passionate, self-motivated individual that can help shape and spearhead the integration, while contributing to the overall continuous service improvement plan.

You will be expected to build effective working relationships with the department and key business stakeholders.

Qualifications

Preferred Skills, Qualifications and Experience

• Excellent communication and interpersonal skills.
• Ability to multitask and manage multiple streams of activity.
• Forward thinking.
• Excellent time management skills with ability to meet deadlines.
• Desire to help develop others.
• Good documentation skills.
• Flexible, hands on, positive attitude towards work.
• Previous experience in an IT Support environment.

Main Responsibilities

• Prioritising and managing the workload of technicians, ensuring that their work is completed in a timely manner.
• Taking responsibility for the resource planning of the Service Desk and IT Support in the Colombia office, ensuring it is sufficiently covered 24/7 and during peak periods.
• Monitoring quality of work against agreed performance criteria and, as a result, identifying training requirements.
• Managing and supervising project work.
• Able to verbally communicate at all levels in English, Spanish, and Portuguese.
• Conducting regular coaching, review, feedback and briefing sessions.
• Acting as a point of escalation for the team.
• Ongoing development of the training plan in order to train new recruits to a consistent standard.
• Ensuring all procedural documentation, articles and guidelines remain up to date, accurate and are adhered to.
• Producing management reports and KPI statistics.
• Conducting interviews and providing feedback on potential candidates.
• Increasing efficiency via automation or manual tasks, reducing complexity and making recommendations to improve the customer experience.

Additional Information

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At bet365, we're committed to creating an environment where everyone feels welcome, respected and valued. Where all individuals can grow and develop, regardless of their background. We're Never Ordinary, and we're always striving to be better. If you need any adjustments or accommodations to the recruitment process, at either application or interview, please don’t hesitate to reach out.