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Service Desk Team Leader

Posted 6 March by Capita Ended
UPDATA are looking for a Service Desk Team Leader for the to join their busy and growing team in Reigate !

About Capita | Updata

We are Capita, the UK's leading provider of business process management and integrated professional support service solutions. Through bespoke, quality solutions, we've helped countless organisations unlock value and maximise their potential. With access to our range of unique and diverse opportunities, offering real career advancement and progression, we can unlock your potential too. Updata is one of the market leaders in providing the public and private sectors with a complete network solution, by creating, implementing and managing secure, cost-effective and high-ca-pacity broadband networks.

Role Detail

The role of the NOC Team Leader will be to work with the other team leaders to oversee the day to day running of the Network Operations Team, and more specifically their sub-team. To ensure that the NOC deliver excellent service to our customers 100% of the time and that re-quests are handled within SLA.


Monitor the support request queue to ensure that all requests are within SLA, catego-rised correctly and assigned to the correct person.

Pro-actively identify, escalate and monitor any requests that are in danger of falling outside of SLA.

1st point of contact for customer escalation requests.

Assist Service Delivery Manager's with any service related queries.

Technical escalation contact for NOC team.

Work with Project Managers to ensure new project roll outs are successfully handed over to the NOC team.

Provide regular internal performance reports for the Service Operations Director.

Line management responsibilities for their NOC sub-team to include regular 1-2-1's, per-formance reviews, training plans, mentoring, cover for leave, motivation, team meetings.

Ensure all shifts are sufficiently covered by the team and shift rotas & holiday calendars are updated where applicable.

Monitor resource levels and feedback to Service Operations Director when extra re-source is required.

Monitor the daily worksheet for work that has been booked in to ensure there is enough resource on the desk to cover. Also carry out quality checks to make sure they have been completed properly.

Required skills/experience:

Minimum 2 years proven Service Desk/NOC/Help Desk experience

Excellent communication skills

Attention to detail

Experience working within an ITIL environment and adhering to strict SLA's

Good documentation skills

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Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.

If you are successful with your application, you will need complete Capita's vetting and screening checks. This will include, but not be limited to, Reference Checks, a Criminality Check, Financial Probity Check, Sanctions Check and Media Check.

Required skills

  • Service Desk
  • Team leader

Reference: 34621068

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