Desktop Service Team Leader

Location: London
35 Hours per week
Contract type: Permanent
Salary: Circa GBP 36,000

About the role
The Desktop Service Delivery Team Leader is primarily responsible for end to end delivery of customer service and driving performance to provide high quality customer care to British Red Cross customers, in accordance with business priorities and targets. As the Desktop Service Delivery Team Leader within Desktop Services, you will be responsible for leading a team that can deliver excellent customer service for all customer contacts relating to an operational nature. You will achieve results through people and process management, focusing on proactively contacting our customers and ensuring your team has the skills and knowledge to resolve records and requests within our SLA targets.
You will provide management support to the Senior and Desktop Support analysts, maintaining availability against SLA's on PC's, thin clients, printing, telephony, network and peripheral equipment across the UK and International sites.

About the organisation
The British Red Cross helps millions of people in the UK and around the world to prepare for, respond to and recover from emergencies, disasters and conflicts.
Our volunteers and staff help people in crisis to live independently by providing support at home, mobility aids and transport. We also teach first aid skills.
We are part of the global Red Cross and Red Crescent humanitarian network. We refuse to ignore people in crisis

About the team
You and your team will adhere to the Change Management process ensuring the correct delivery of changes for the organisation and own and action Service Requests to ensure that they are delivered in a timely and effective manner. Provide 'How do I?' support for end-users.
You will adhere by the SLA's laid down for Desktop Services incidents, service and change requests.
Within this role you will be expected to contribute to Service Improvements ideas and project implementations.
The post holder will report to a Desktop Services Manager, the post holder will own and be accountability for all Service Delivery responsibilities and actions within their team. All service related issues will be escalated to the Desktop Services Manager on a daily basis.

About the person

  • ITIL V3 Foundation
  • Relevant External Training Certification from accredited training bodies.
  • Support desktop, laptop and thin clients, mobile devices, applications including the MS Office suite, Office 365, BRC applications, printing and delivery solutions.
  • Team and people management experience.
  • Proven track record in delivering in a complex multi-vendor IT environment.
  • Proven ability to communicate difficult or complex ideas clearly, often to multiple stakeholder audiences.
  • Strong analytical skills coupled with the ability to effectively manage incidents, problems and changes within an ITIL environment

Closing date for applications is 23:59, 2nd April 2017.

Please click here to view the full job description and person specification for this position.

We offer a wide range of staff benefits, these include:

  • 36 days holiday (including Bank Holidays)
  • Up to 6% contributory pension
  • Childcare vouchers

Should you have any questions on this role please email us at

The British Red Cross is committed to being an inclusive employer with a diverse workforce. We encourage applications from people from the widest possible diversity of backgrounds, cultures and experiences - including disabled and ethnic minority candidates. This is to contribute to the breadth of experience we need to respond to people in crisis.

As part of its recruitment and selection process the British Red Cross undertakes DBS (Disclosure and Barring Service) checking of all individuals who regularly work with or have access to children and vulnerable adults.

The British Red Cross, incorporated by Royal Charter 1908, is a charity registered in England and Wales (220949) and Scotland (SC037738).

Follow us on Twitter @RedCrossJobsUK and on Linked in - British Red Cross, to hear about our latest job vacancies.

Refusing to ignore people in crisis

Job reference information
Advertiser British Red Cross
Contact Name British Red Cross
Telephone (Please reference Dice when calling)
Reference REQ0000013TF_1492520968

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