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Service Desk Team Leader

Date: 19-Jun-2022

Location: Derby, DBY, GB, DE21 6LY

Company: Steris Corporation

At STERIS, we help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe.

Position Summary

The Service Desk Lead is SKILLED in all areas of the front-line IT customer support and has proficient knowledge of the overall IT infrastructure and business applications.

Reporting to a Service Desk Manager, the Service Desk Lead is expected to maintain an air of professionalism in their interpersonal relationships and personal development, exercise confidentiality concerning the affairs of the business, exhibit a desire to learn and the ability to effectively problem solve.  There must be a willingness to step in to help others and openly and actively participate in the direction of STERIS values. 

This position will lead Service Desk Specialist I and Service Desk Associates staff using operational best practices and the Information Technology Information Library (ITIL) model to provide professional and technical development of staff.  A large portion of time is focused the assistance of operations of the Service Desk in the areas of new hire recruiting, coaching, assist with performance reviews, maintaining/enforcing standard operating procedures, improving quality of work/processes, focusing on customer satisfaction and eliminating non-value added processes.

Also responsible for assist processing provisioning requests for IT services, performing escalations for aging tickets, producing key metrics and being a subject matter expert (SME) in one or more business processes or functions. This position will interface with all functional groups within IT and be involved with various IT projects and Kaizen events.

Understanding and interacting with multiple business groups is vital within this role and how IT impacts their business segment.  It will be necessary to be 2nd tier escalated support for Service Desk OnCall Phone.

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Duties

Lead Responsibilities  - 50%

Provides leadership and expertise in Service Desk operational best practices utilizing the ITIL reference model. 

Assists the professional and technical development of staff by coaching, setting goals, and monitoring delivery and quality of work. 

Assists Service Desk Manager with regular team and one-on-one meetings to ensure staff stays focused, on-track and actively engaged.

Provides leadership to establish a strong team environment for optimal customer service.

Assist in new hire recruiting and provides guidance on improving deficiencies for staff.

Engage the appropriate IT resources for system outages or critical support incidents requiring immediate attention, including after hours.

Assist with continuous ITSM improvements and elimination of non-value added processes.

Identify trends and communicate with the appropriate IT Management to eliminate reoccurring incidents.

Assist with Service Desk representation for business related meetings and projects that involves Service Desk support.

Continually review and improve the on-boarding for Service Desk new hires.

Duties - cont'd

Assist in decision making on a daily basis relative to Service Desk operations.

Assist in management IT knowledgebase for internal/external articles.

Assist in determining of resource allocation changes for adequate coverage for operating the Service Desk for all shifts.

Assist in forecasting and management of Service Desk departmental operating budget and capital projects.

Provide second level management escalation when the on-call Service Desk phone is not answered.

User/Administrative Support  - 50%

Assist in Management of telephone support during high call volume from Global STERIS internal customers, determine when to create global issues/phone announcements for outages.

Assist in Management of escalated customer incidents and service requests assigned to the Service Desk and all IT business groups.

Assist in creating, modifying or removal of approved account access for business applications.

Assist with various technical projects as assigned by IT Management both verbally or in writing.

 

Education Degree

    Required Experience

    At Least 5 years of IT experience in a support call center or IT technical position

    this role requires strong interpersonal skills including: leadership, initiative, detail orientation, ability to interpret decisions and decisive decision-making skills

    Preferred Experience

    Skills

      1. Soft skill proficiency 
        1. Strong verbal and written communication & is proficient in listening and questioning
        2. Must be able to receive formal/informal training and retain the information so that it may be applied later at an independent level.
        3. Ability to coach team with a positive attitude
        4. Self-starter who takes charge with little directions, seeks clarification if unsure of direction
        5. Proactively voices ideas, opinions and recommendations in a constructive way
        6. Able to multi-task, prioritize and seek out the appropriate resources independently
    1. Account Management:
        1. Creation, modification and disabling of various business applications
    2. Software:
    1. Windows Operating Systems, current and prior versions
    2. Microsoft Office including Outlook/Exchange
    3. VPN connectivity
    4. Spyware and virus software
    5. Service Desk/Help Desk software build/design/upgrades

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    STERIS is a leading provider of products and services that meet the needs of growth areas within Healthcare: procedures, devices, vaccines and biologics.  We exist to fulfill our MISSION TO HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD. STERIS is a $3B, publicly traded (NYSE: STE) company with approximately 16,000 associates and Customers in more than 100 countries.

    STERIS strives to be an Equal Opportunity Employer.