About UsIVC Evidensia is the UK and Europe's leading veterinary care group, made up of over 900 practices and referral hospitals, united by a shared purpose of happier animals, happier owners.
At IVC Evidensia, we believe careers should be built without limits. Our people are supported to make more impact, access more career opportunities, and play an active role in their local and professional communities. Through investment in learning, innovation, and wellbeing, we create environments where our teams can grow in confidence, capability, and fulfilment-at every stage of their career.
As part of Central Functions, you will be part of the teams that support and enable our network of over 2,500 practices across 20 countries, driving operational excellence, innovation, and strategic impact across the business.
Our Technology teams are responsible for the systems and infrastructure that make that work - everything our healthcare professionals need to deliver world-class care. From keeping on top of patient records, health plans, client communications, diary management and dispensing, our teams have a lot to think about and need smarter ways to provide the convenience and expertise that modern Pet owners have come to expect.
Main Purpose of Role: The Service Desk Team Leader will work as part of the Service Desk and have line management responsibility for Service Desk Engineers and Senior Service Desk Engineers. The role reports to the Service Desk Manager.
The Service Desk Team Leader will manage the day-to-day workload of the team, ensuring processes and procedures are followed and key activities are undertaken and coordinated as required (e.g. start/end of day procedures, Early Life Support activities, high priority tickets, joiners & leavers processes).
The Service Desk Team Leader is a member of the IT Service Desk Management team and is required to contribute to the development of Service Desk to improve the quality of the service delivered to the business.
The IT Service Desk provide a first point of contact to all IVC IT users, including over 400 Support Operations Centre staff, who either work from our main office in Keynsham, or work from home and staff across our 1300 practices in the UK and Ireland. We also provide some support for our European practices, which is growing as we move into new territories.
Support is currently provided from 8.00am to 6:30pm Monday to Friday and 09:00 to 13:00 on Saturday, hours of support may vary as the needs of the organisation change. The IT Service Desk Team Leaders are expected to support the team as necessary across the hours of service.
Responsibilities:
Line management responsibility for a team of Service Desk Engineers (including performance management, development reviews, absence management, recruitment, induction etc.)
Coach, support and mentor members of the Service Desk Team to support their development and career progression ambitions.
Ensuring Service Desk policies, processes and procedures are embedded within the team
Undertaking quality assurance and compliance monitoring for tickets against policy, process and procedures.
Managing workloads across the team to ensure that an excellent level of customer service is delivered (e.g. managing against deadlines (e.g. Joiners, Leavers, Escalations), managing aged tickets/tickets without updates, equal distribution of tickets across agents).
Manage escalations from the team or business through to resolution
Work with projects that have Service Desk impact to ensure that any changes are successfully absorbed into the team.
Supporting with management and communication within the team (e.g. team meetings, communication of key messages, rota/resourcing)
Contributing to the development of Service Desk process, policy and procedures under the direction and guidance of the Service Desk Manager.
Manage and deliver Service Desk related tasks and small projects under the direction of the Service Desk Manager.
Work with the wider IT team and 3 rd parties to ensure satisfactory resolution of incidents and fulfilment of service requests as required.
Provide overflow support to the Service Desk during particularly busy periods.
Key Skills/Experience
At least 1 years' experience line management of Service Desk Engineers
Proven managerial experience at developing/nurturing technical teams of more than 5 staff
Knowledge and experience of the ITIL IT Service Management Framework
Experience in the development and maturing of IT Service Desk process, procedure and documentation.
Experience in contact centre or call centre telephony
Proven capability to resolve complex tickets and escalations
Solid technical knowledge within a 2nd line Technical role, including:
Network technologies (TCP/IP, DHCP, DNS, LAN, WAN and VPN technologies).
Microsoft Operating Systems
Email and other productivity tools such as MS Office 365, Office 2016, Office 2019, SharePoint
Cloud technology awareness (Azure AD/AWS/SaaS etc.)
Telephony solutions (VoIP, SIP, UCaaS)
Information Security best practices and associated technology (e.g. MFA, Phishing, Anti-Virus etc.)
Person Specification/Competencies:
Proactive individual able to work in a fast-paced and constantly changing environment whilst acting in a professional manner
Excellent and demonstrable interpersonal and communication skills, both verbally and written
Customer focussed attitude with positive approach. Treats all customers with respect and courtesy
S