IT Support Team Leader

IT Support Team Leader

As a Travis Perkins IT Support Team Leader, you will be working within the Service and Operations department of Group IT as a Service Desk Team Leader, you will work with other Team Leaders to lead and develop the service desk team to enable them to fulfil their objective of delivering exceptional customer service and timely resolution to customers’ incidents. The Team Leader should maintain a stimulating working environment with a strong focus on learning and development.

• Ensure that team and individual tasks and objectives are completed within a timely, consistent and responsive manner.
• Daily Team Management of up to 8 analysts/seniors; hosting regular performance and mentoring sessions, setting and reviewing targets for each analyst.
• Oversee and participate in the Recruitment, Selection and Employment of new resource onto the IT Service Desk.
• Produce, monitor and present regular reports on Team Performance and KPI’s.
• Work within defined processes / defining process gaps.
• Ensure IT Services are delivered against defined Service Level Agreements (SLA’s).
• Verify the quality, accuracy and timelines of responses and actions taken by Analysts.
• Review feedback mechanisms to drive Continual Service Improvement.
• Work collaboratively with the Service Continuity Department to clearly identify trending and recurring incidents; Contributing towards the Knowledge Management Platform to drive staff collaboration and development.

It would be great if you had…

• Awareness of ITIL methodologies and best practice
• Ability to work as part of a team to deliver operational excellence
• Ability to remain positive and influence those around you
• Excellent relationship management skills
• Ability to communicate clearly both on the phone and face to face to Customers/Colleagues at all levels.
• Ability to remain objective and emphatic whilst delivering the message required
• Ability to take ownership and process problems to resolution
• Time Management and prioritising skills to ensure delivery of service
• Innovative thinking to deliver service quality and improvements.

Please note this position involves shift working including evenings and weekends, working on a rota basis.Therefore you will need to be able to accommodate these hours.

What can we offer you?

You may not know much about Travis Perkins plc but if you look a bit closer you might be surprised. We are the UK leader in the building materials and home improvement markets. Recognised as one of Britain’s Top Employers since 2010, we offer our employees access to extensive career opportunities across 20+ leading businesses including Travis Perkins, Wickes, Keyline and City Plumbing Supplies. We operate out of more than 2,000 outlets nationwide (and Ireland) and have over 28,000 colleagues.

We are one of the largest employers of IT professionals in the area. We're Agile, we're Lean, we've gone Google and we're providing in-house designed & built bespoke software and applications. We have grand plans to increase the size of our business further and are forward thinking enough to recognise that investment in IT will give us the leading edge on our competitors. We've restructured, we've adopted new methodologies, and we've brought in award winning IT professionals to take us through this transformation.

Our strong family values and 'cornerstones' lie at the heart of the success of our journey. If, like us, you put customers at heart of everything you do, you can expect to be rewarded with a full package of benefits on top of a salary that grows with you as you grow in our business.