Who we are:

You will be joining this rapidly growing service line responsible for all Managed Service contracts to all of our customer across all sectors. We cover Service Operations and service desk, AMO, Cloud technology, End User Compute and legacy ITO. We align with ITIL and are agnostic across our delivery capability in relation to core IT, cloud, service desk, EUC tools and technologies.  

We are passionate about delivery and live the NTT DATA values in parallel with a healthy work / life balance and a great team spirit.

What you'll be doing:

As a Service Desk Team Lead, you will join our established 24*7*365 Service Desk team based
in Solihull, West Midlands and will be supporting various Public and Private sector clients.

It is key that you will have previous experience in a similar role, managing a team / teams of Service Desk Analysts and you will be passionate about customer service within ITIL environments.

You will also have a good understanding of service desk tools and standards, as well as experience of service desk tools including, but not limited to - Remedy, Heat and Service Now.

Due to this role supporting clients within the Public Sector, you will either currently hold, or will
be willing and eligible to be put through the process of SC level security clearance.

What you'll need:

The primary purpose of this role is to provide leadership and direction to the Service Desk Analysts to ensure that incidents and service requests are managed in full compliance with service level targets for all Service Operations Center customers.

In the absence of the Service Desk Manager, either a Service Desk Team Lead or a Senior Service Desk Analyst will deputise accordingly.

Responsibilities will include:

• Day to day management and co-ordination of the Service Desk Analysts
• Setting targets and key objectives for the team, whilst monitoring performance
• Proactively communicate service desk policies and procedures to staff to ensure the effective and efficient delivery of the service desk function
• Manage breached calls and ascertain the reason for the breaches – if this is due to poor service desk practice and performance, put in place remediation plans to reduce the breached call ratio.

...and finally:

The focus on Clients, Teamwork and Foresight is in our DNA and we are looking for someone who shares and embodies these core values, leading by example.

We don't look for finished articles. We look for people who want to continue their career growth alongside NTT DATA 's.

To support your hard work and dedication, we will offer you the following:

• A people focused business
• Excellent opportunities to grow your career, including an online training platform with 3000+ courses, accessible from everywhere, to sharpen your skills.
• A varied client base
• …And much more!

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