Service Desk Lead

Service Desk Lead Cardiff Position Overview As the Service Desk Lead, you will be responsible for delivering high-quality and efficient customer service to our clients through the daily management of a team. This includes hiring, motivating, rewarding, coaching, training, and problem-solving to ensure optimal performance. You will also develop processes and procedures in alignment with ITIL best practices to facilitate smooth operations. This role oversees a team that supports both channel and direct customers, managing porting and provisioning (P&P) tasks and handling escalations to guarantee seamless transitions while collaborating with third-party carriers/suppliers. Additionally, you will provide internal ICT support to Advania UC by addressing requests via case management. Click here for the list of benefits. HYBRID WORKING We recognise the benefits that remote and flexible working brings. We operate a hybrid working policy that allows our employees to balance time in the office and time from home. Each team within our organisation can decide how to implement this policy. If you have any questions after applying, please reach out to our recruitment team. #LI-HYBRID Duties and Responsibilities Successfully support channel partners and direct customers. Manage the porting and provisioning function within the service desk team. Provide internal ICT support, including billing audits and other requests. Create post-incident reports (PIRs) and participate in PIR meetings. Attend and chair INFO-X meetings in accordance with our governance model. Foster continuous improvement within your team, including arranging training sessions to enhance skills. Offer effective coaching and mentoring to team members. Promote a culture of continuous service improvement. Maintain excellent attendance and punctuality. Conduct monthly one-on-one meetings with team members. Serve as Major Incident Manager during Advania UC Major Incidents, ensuring compliance with the end-to-end Major Incident process and delivering an exceptional customer experience. Experience and Qualifications Experience in a team lead, supervisor, or managerial role. Proven experience in a collaborative, team-oriented environment. Exceptional customer service orientation and experience in handling escalations. Ability to remain calm under pressure with excellent communication skills for stakeholder engagement. Strong interpersonal skills focused on rapport-building, listening, and questioning. Excellent written and oral communication skills. Strong documentation skills. Basic knowledge of computer hardware and software. Proven ability to conduct research on various computing issues as needed. Ability to quickly absorb and retain information. Capability to present ideas in an accessible manner. Highly self-motivated and directed with keen attention to detail. Strong analytical and problem-solving abilities. Proven ability to prioritize and execute tasks effectively in high-pressure situations. Excellent time management skills and workload management capabilities. Confident, ambitious, energetic with persuasive initiative. Strong organizational skills with the ability to manage complex workloads and multiple priorities. Proficient administration skills to maintain our ITSM system accurately. About Us: We are the tech company with people at heart. At Advania, we believe in empowering people to create sustainable value through the clever use of technology. As one of Microsoft's leading partners in the UK, specialising in Azure, Security, Dynamics 365, and Microsoft 365, we have a proven track record of success in delivering transformational IT services. Our Selection Process: We are committed to ensuring an equitable experience for all candidates, regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law. Please do let us know if you’ll need any reasonable adjustments as part of the selection process by highlighting these on your application form. As part of our commitment to our clients we will need to carry out background checks, including a criminal record check, for all offers of employment. If you have any unspent criminal convictions or questions about the screening process, please notify your recruiter once the application has been submitted.