Company Description

Who are we?

We’ve been providing high quality end-to-end IT solutions since 2001 and are now one of the largest providers of Communications and IT solutions in the UK.  Think of us an extension to our customers’ IT departments, helping them to optimise their technology. We provide a wide range of solutions and services which makes us an ideal choice, regardless of where our customers stand in their digital journeys or the scale of their requirements. We are also 100% committed to building and maintaining exceptional relationships with our customers and strive to consistently improve and develop in all aspects of our business.

What’s it like to work for us?

We don’t just focus on our customers; we also spend time investing in our colleagues and aim to be as people centric as possible.  We do this by fostering an inclusive and supportive culture where our colleagues feel valued and appreciated. In fact, in our most recent Colleague Engagement Survey, 90% agreed that their manager genuinely cares about them as a person and consistently takes an honest and open approach to communication.

We care about our colleagues and strive to give them the support they need to be the best version of themselves.  We ensure that work works for you by offering flexible working, hybrid/home-based working styles (where possible), holiday purchase schemes, health & wellbeing programs, free day of annual leave for birthdays and more.

Job Description

**Important**

Full SC Clearance is required for this role.  Candidates must have current clearance or 5 years of UK residential history to process.

What’s on offer?

• Location:                          Birstall (WF17) or Horsham (RH12)
• Salary:                              Competitive
• Contract Type:                 Permanent, Full Time
• Hours:                              07:00 – 19:00 Mon – Fri
• Scheduled:                       4 days on, 4 days off

As our 24x7 Service Desk Shift Lead, you will provide strong leadership, guidance, and mentorship to a team of Service Desk Analysts. Utilising your outstanding leadership and influencing skills, you will build and support a team that is capable of consistently delivering outstanding customer service for our customers. 

There will also be a heavy focus on meeting (and exceeding) the agreed team objectives for KPIs and SLAs. You’ll be 100% committed in driving the team to succeed in these efforts and provide them with the support they need to get there. 

Ideally, you will be a strong leader capable of motivating and guiding teams.  You’ll be enthusiastic about delivering a best-in-class experience and be driven to continually achieve better outcomes for customers in every interaction.

This is an excellent opportunity if you are seeking a role with a forward-thinking company that offers a healthy work-life balance.  You can work on a hybrid basis from our Birstall (WF17) or Horsham (RH12) offices.  The team are currently working 1 or 2 days per week in the office.

Some of the key responsibilities include:

• Leading and inspiring the team to meet goals and excel in KPIs, SLAs, fostering a culture of responsibility.
• Driving continuous service improvement aligned with Quality Management and CSAT initiatives.
• Identifying and documenting operational risks in the Service Desk risk register for effective management.
• Collaborating with teams to implement practical solutions aligned with promises and smooth service delivery.
• Handling escalations and ensure top-notch CSAT scores.
• Monitoring data quality for ongoing service improvement.
• Embed and model the Daisy values and behaviours within the team culture.

Qualifications

Preferred Skills & Experience

• Previous Service Desk experience.
• Experience of working in a fast-paced environment
• Experience with coaching and developing team members.
• Technical proficiency in products and services supported by the desk.
• Experience with ITSM tools such as Service Now

Preferred Qualifications

• ITIL (Information Technology Infrastructure Library) Foundation certification.

Key Competencies

• Effective leadership, influence, and self-development capabilities.
• Solid analytical and problem-solving abilities.
• Exceptional verbal and written communication proficiency.
• Initiative-driven, self-motivated, and adept at independent work.
• Highly organised.

Additional Information

Did we mention the perks?

• Holiday – Starting at 25 (increasing to up to 30 days for each year you stay with us) + a holiday purchase scheme!
• Free Days – Free day of annual leave for birthdays and weddings.
• Daisy Grow and Apprenticeships – Giving you the opportunity to expand your skills and knowledge whilst you work for us.
• Home Based Working, to ensure work WORKS for you!
• Enhanced family friendly policies – We are here to look after you and your nearest and dearest.
• Health & Wellbeing offering – Including discounted membership for health plans + Eye Care Scheme, Employee Assistance Programme, and an in-house Wellbeing team.
• The Exchange – Online discount platform for more than 1,200 retailers.

Ready for the challenge?  Apply today or contact our friendly Talent Acquisition Team for more information.