IT Contact Centre Team Leader

28519 - IT Service Desktop Support Supervisor Manchester 12month contract My high profile banking client are currently recruiting for an IT Service Desktop Support Supervisor to be based in their Manchester office on an initial 12 month contract. The Supervisor will support around 20 1st line support IT Analyst with mixed experience capability. Technology Service Centre - Client Technology Solutions provides our business partners with client-focused, technology-based solutions. These enhance their ability to be successful through world-class software solutions and leading-edge infrastructure. Client Technology Solutions provides employees with the tools and resources to enhance their professional qualifications and careers. Responsibilities/Duties To provide first line technical support and the first point of entry into the Technical Services Group for all Employees. * Assist with escalations raised by both the analysts and the customers that require urgent attention *Provide coverage for Critical Incidents * Perform Service Desk analyst function during busy/peak times - diagnose and resolve technical hardware and software issues * Responsibility for the ongoing performance of the TSC Analysts * Monitor the Access of the TSC Analysts (Responsible for Team and Own access retention) * Coaching and development of TSC analysts * Perform monthly 1:1’s and performance reviews * Review and monitor calls/chats in line with the standard requirements * Delegated responsibility from the Regional Operations Manager * Recruitment (Interview and Selection) * Stay up to date with DSD information, changes and updates * Flexibility in working hours * 1st / 2nd Line troubleshooting of Incidents * Incident ownership, monitoring and end-user communication * Adherence to the standard operating procedures * Awareness of the forward schedule of change that may impact the TSC * Drive effectiveness, adherence and efficiency of process. Experience Essential: * Working knowledge of fundamental operations of relevant software, hardware and other equipment, such as Exchange, Citrix, Windows Operating Systems and Microsoft Office Products * Knowledge and experience of customer service practices and soft skills * Previous Supervisory experience of Medium to large team size * Oral and written communication skills * Ability and willingness to learn new skills * Customer service orientation * Problem analysis & Problem Solving * Adaptability & Flexibility * Attention to detail, takes ownership, accepts responsibilities * Demonstrates initiative * Ability to remain calm in a stressful and changing environment * Ability to multitask effectively * Embrace change Experience Desirable: * Working knowledge of relevant call tracking applications, such as Remedy * Previous experience in a similar capacity * Microsoft certifications are an advantage N.B. This particular client requires that, if you are not a British Citizen, you must hold an EU Passport, Tier 1 Visa / HSMP, Dependency Visa, or Ancestry Visa for this particular vacancy or have Permanent Residency status in the UK - please specify in your response which of these you have. Only suitable candidates need apply. If you have not received a response within a 48 hour period, please assume that you have been unsuccessful on this occasion