Service Desk Team Lead

Key Responsibilities

The Team Leader will provide management and leadership to a team of support staff. They will be responsible for ensuring all current and newly referred individuals are properly assessed and that high quality, person-centred support is provided for all supported individuals. They will ensure support teams have the skills and competences required and will provide a developmental focus for practice. The Team Manager will ensure that all regulatory and contractual standards are met and exceeded. The Team Manager will ensure that the company is appropriately represented and working in effective partnership with key local service providers. They will act as ambassadors for the organisation. They will be responsible for ensuring good communication channels are established and maintained to facilitate new referrals and joint working. The Team Manager will be responsible for managing staff and delegated budgets. Key to the job is adopting a proactive approach to achieving a positive, engaging, promotional and relationship building role with all stakeholders.

• Manage and co-ordinate day-to-day activities within the Service Desk.
• Report on SLA/KPIs.
• Ensure that services are of a standard which meet and exceed the SLA.
• Deploy staff in a way which maximises cost efficiency whilst meeting the demands of the people we support.
• Undertake administrative tasks as required e.g. in relation to staff records, management returns and maintaining records, as required.
• Monitor all financial matters relating to the service in accordance with finance policies and procedures. Contribute to the management of the budget for the area and take corrective action, where appropriate.
• Liaise with stakeholders as required to ensure that the needs of the people supported are reviewed regularly and plans developed so that we continue to meet their needs.
• Ensure that effective referral protocols and practices are in place to enable speedy and positive responses are provided to meet new demands.
• Ensure good practice within services.
• Implement and monitor quality assurance strategies and documents, actively promoting a culture of continuous improvement.
• Actively promote and support inclusion, ensuring that individuals are supported to participate in community and work opportunities according to their interests and wishes.
• Provide coaching and mentoring to staff.
• Ensure health and safety requirements are met within services and comply with Health & Safety Legislation.
• Contribute to the recruitment, appointment and induction of staff.
• Manage and support staff, including supervision, absence management, disciplinary and grievance issues.
• Promote and support effective team working through good communication and regular team meetings.
• Identify individual and team learning and development needs and plan to meet these in conjunction with learning and development staff.
• Develop and maintain effective communication systems within the team.
• Promote the organisation in a positive manner.
• Work flexibly to meet the needs of the service.