Service Desk Team Leader

Hours: 37.5 hours per week 

About the role

You will be responsible for ensuring the service desk delivers best in class customer service, meets and exceeds service levels whilst effectively managing incidents and service requests. You will oversee the development, implementation and administration of service desk procedures and policies; ensuring these align with ITIL best practices.

You will be a point of escalation for the business and service desk ensuring that a high level of customer service is provided, and you will be required to identify and implement shift left opportunities.

You will be coaching and developing team members and identifying training needs and you will be providing on-the-job training, guidance, feedback and advice for team members.

About you

You will be an excellent communicator with great interpersonal skills, alongside the ability to manage your own case load and work on your own initiative. You will have good coaching and mentoring skills and be able to show genuine enthusiasm for providing a high standard of customer service and an ability to promote a positive attitude within the team.

You will have an in-depth understanding of the function of a service desk, with excellent MS Office abilities and a in depth knowledge of IT Service Management principles based on the ITIL framework. You will have the ability to work within a pressured environment, handling multiple competing workloads, whilst maintaining personal calm and composure

Hundreds of talented professionals with a range of specialist skills and experience based in our Bradford and London offices make up our Support Services. While we all do very different things, we work towards the same goal of improving the lives of the older people who live with us. 

Anchor – a great place to work

Anchor is England’s largest not-for-profit providers of care and housing for older people. Our heartfelt ambition is to transform housing and care so everyone can have a home where they love living in later life.

We’re not-for-profit which means every penny we make or save is invested in the people who live with us, the places they live and the people who work here. That means a better standard of care and customer service, better wages, more investment in training and development and improved facilities.

A rewarding environment

From health and happiness to finance and your career, we’ll give you all the support you need.

Health & happiness

• Gym, fitness and wellbeing discounts
• Mental health support
• Flexible working options

Finance

• Pension plan – contribute between 4% and 8% and we’ll match it or better
• Quick and easy pension transfer service
• Savings and financial advice, loans, free life assurance
• Discounts on shopping, holidays, phones, technology and more

Career

• Ongoing personal and professional development programme
• Leadership Pathways online learning resources
• Career progression and promotion opportunities

To see our full range of benefits, check out our dedicated rewards website  

Celebrating diversity, celebrating you

Anchor is proud to be an equal opportunity employer. We aim to celebrate diversity and inclusion in all that we do, as we know that the more diverse our colleagues are, the better care and support we can give to our residents and each other.  

We are proud to have an LGBT+ group for our residents, and also Disability, LGBT+ and race and ethnicity colleague networks. These work to celebrate diversity, address concerns, review policy and practice and empower their members.  We also have an Inclusive Ambassador network to allow all colleagues to be part of promoting diversity and to be an ally to others.

We are a member of Inclusive Employers, a Stonewall Diversity Champion and a signatory to the Care Leaver Covenant and HouseProud Pledge schemes.