Service Desk Team Leader
This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
The role
As a Squad Leader, you’ll lead our Business Solutions team, supporting clients across Dynamics 365 and Power Platform. You’ll develop and motivate a high-performing team, ensuring we deliver on our commitments and provide consistently high-quality support to our clients and partners.
What will I be doing?
- Lead and develop a team of analysts and engineers, creating a high-performance culture focused on customer success.
- Act as the service lead for your area, driving service design, delivery and continual improvement.
- Coach, mentor and support your team through regular 1-2-1s, team meetings and career development conversations.
- Manage team capacity, rotas and performance to ensure consistent delivery against SLAs, KPIs and customer expectations.
- Drive continuous improvement by identifying trends, resolving service challenges and implementing process enhancements.
- Act as a senior escalation point for customers and internal stakeholders, building trusted relationships and delivering excellent service.
- Monitor customer feedback and service performance, using insights and reporting to improve outcomes and demonstrate value.
- Own and deliver team goals and strategic objectives, fostering innovation and operational excellence.
What will I bring to the role?
- Customer obsessed in all aspects of your role ensuring delivery against our values and customer promises.
- Great understanding of ITIL aligned IT service delivery and delivering against SLAs and KPIs.
- Strong people skills with the ability to manage, develop and coach a team consisting of a mixture of abilities from apprentices through to senior engineers.
- Commercial awareness and the ability to understand contracts, service descriptions and assess the impact any decision you make will have on the clients, your team and the wider business.
- Experience of delivering in or managing teams supporting clients in a managed services environment.
- Experience of working in or managing teams supporting Business Solutions (Dynamics/Low-Code) would be an advantage.
- Eligibilty for HMG Security Clearance
Why work for ANS?
At ANS, we’ve created a place where everyone can be themselves, and we empower our people to get the job done. Openness, ambition, honesty, and passion are what drive us every day. We are bold, courageous, and innovative – and we do it like no other. We invest in our people. In training, development, health and more – we give you the benefits and flexibility to maintain a happy work-life balance.
We’re proud of the inclusive, fun, dynamic environment we’ve created. It’s a safe space that works for all. You don’t have to be a techie to work in tech. Bring your authentic self and find your dream role here. Find out more at LinkedIn pages.
What’s in it for you?
With fantastic benefits, an inclusive culture, and a cool office space, we’re your kind of workplace.
Company benefits
- As standard: 25 days’ holiday, plus you can buy up to 5 more days
- A little extra: we’ll give you your birthday off, and an extra celebration day for whatever you want! Tying the knot? You get 5 days’ additional holiday in the year you get married. Oh, and 5 volunteer days!
- Private health insurance
- Pension contribution match and 4 x life assurance
- Flexible working and work from anywhere for up to 30 days per year (some exceptions)
- Maternity: 16 weeks’ full pay, Paternity: 3 weeks’ full pay, Adoption: 16 weeks’ full pay
- Company social events – get ready for a jam-packed calendar
- Electric car scheme
- 12 days of personal growth development time
ANS are an equal opportunities employer. We encourage diversity and anyone applying for a role at our organisation can be assured that their application will be treated fairly, regardless of age, disability, gender reassignment, gender expression, marriage and civil partnership, pregnancy and maternity, race, religion or belief and sex or sexual orientation. We sometimes ask for information relating to individuals for equal opportunities monitoring purposes only.
The Benefits
The Benefits
Work from anywhere
Private Medical
Pension Scheme
Life Assurance
Volunteer Days
Electric Vehicle Scheme
Personal Development Days
Ride to Work Scheme
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