Service Desk Team Leader

Job Title:        Service Desk Team Leader
Location:        Stoke Gifford, Bristol + Hybrid Working Arrangements 
Compensation:    Attractive Salary + Benefits
Role Type:        Full time / Permanent 
Role ID:        SF60137

At Babcock we’re working to create a safe and secure world, together, and if you join us, you can play your part as a Service Desk Team Leader at our Stoke Gifford, Bristol site. 

The role
As a Service Desk Team Leader, you’ll have a role that’s out of the ordinary. Responsible for up to 8 direct reports, you will support the Service Desk Manager in ensuring the team achieves the set targets for quality, call handling and first-time fix.

Day-to-day, you’ll lead, develop, and motivate a team of Service Desk analysts, Support Technicians and System Admins, to meet agreed service levels and provide exceptional levels of customer satisfaction.

• Ensure staffing levels are maintained during operational hours by adjusting shift patterns to allow for holidays, sickness etc
• Attend weekly change advisory board meetings, providing input for the desk and cascading any important/relevant information back to the desk, to reduce impact of changes to the desk
• To complete regular one-to-one performance and annual appraisal reviews
• Daily, weekly, and monthly reporting on team performance in line with agreed metrics

This role is full time, 37.5 hours per week and provides hybrid working arrangements with two to three days in the office at Stoke Gifford, Bristol and the requirement to attend monthly meetings at our Lakeside, Portsmouth offices.

Essential experience of the Service Desk Team Leader:

• Previous supervisory experience from within an IT Call Centre environment 
• Strong direct customer service background
• Sufficient in the use of Windows 11
• Incident Management experience would be desirable. 

Qualifications for the Service Desk Team Leader:

• ITILv3 Foundation certification 
• Full UK Drivers License 

Security Clearance
The successful candidate must be able to achieve and maintain Security Check (SC) and Developed Vetting (DV) security clearance for this role.

Many of the positions within our company are subject to national security clearance and Trade Control restrictions. This means that your eligibility for certain roles may be affected by your place of birth, nationality, current or former citizenship, and any residency you hold or have held. Further details are available at United Kingdom Security Vetting: clearance levels - GOV.UK (www.gov.uk).

What we offer 

• Generous holiday allowance 
• Matched contribution pension scheme, with life assurance
• Access to a Digital GP, annual health check, and nutritional consultations through Aviva DigiCare+
• Employee share scheme 
• Employee shopping savings portal
• Payment of Professional Fees
• Reservists in the armed forces receive 10-days special paid leave 
• Holiday Trading is a benefit that allows the majority of employees to buy additional leave or to sell up to one working week of annual leave from their annual entitlement
• ‘Be Kind Day’ enables employees to take one working day's paid leave a year (or equivalent hours) to undertake volunteering work with their chosen organisation or registered charity

Babcock International 
For over a century Babcock  has helped to defend nations, protect communities and build a better world. To continue, we must adapt, advance and be a sustainable business with a shared goal. 

We are a disability confident committed employer. If you have a disability or need any reasonable adjustments during the application and selection stages, please email careers@babcockinternational.com with the subject header ‘Reasonable adjustments requirement’. We’re committed to building an inclusive culture where everyone’s free to thrive. We are happy to talk about flexible working – please ask about alternative patterns of work at interview.

Closing date: 15/11/24 

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