Current Vacancies

Service Desk Lead – 6 Month FTC

Northampton, UK • Technology – IT Service & Operations • Fixed Term Contract • BizOps Support
The BizOps IT team at Simply Business takes pride in managing and maintaining an international multi-site, Cloud-based IT infrastructure. As a Service Desk Lead, you will have the opportunity to contribute to this dynamic team and play a crucial role in shaping our service delivery.

As a Service Desk Lead your responsibilities include:

  • Team Management:
  • Lead and manage a team of service desk engineers currently working onsite across two countries and remotely.
  • Conduct regular one-on-one meetings, performance reviews, and provide guidance to team members.
  • Ensure effective communication, collaboration, and a positive team culture.
  • Process Optimisation:
  • Identify inefficiencies and friction in existing processes.
  • Propose practical improvements and solutions to streamline operations.
  • Foster a culture of continuous improvement within the team.
  • Exceptional User Experience:
  • Demonstrate meticulous attention to detail and commitment to providing an outstanding user experience.
  • Monitor and evaluate user feedback to identify areas for enhancement.
  • Implement strategies to consistently exceed user expectations.
  • Ticket Management:
  • Triage, prioritise, and assign tickets to team members based on urgency and complexity.
  • Monitor ticket status, track progress, and ensure timely resolution.
  • Manage escalations effectively and communicate updates to stakeholders.
  • Performance Monitoring:
  • Collect and analyse data to track team and agent performance.
  • Identify areas for improvement and develop strategies to enhance team performance.
  • Utilise key metrics to measure success and make informed decisions.
  • Training and Development:
  • Mentor and train team members to develop their skills and capabilities.
  • Provide ongoing support and guidance to help team members grow professionally.
  • Identify and implement training programs to enhance team knowledge and expertise.
  • Quality Assurance:
  • Conduct regular quality reviews of tickets to ensure they meet the highest standards of service.
  • Provide feedback to team members and identify opportunities for improvement.
  • Implement best practices and methodologies to maintain a consistent level of service quality.

What we’re looking for:

  • Line management experience with a proven track record of leading and motivating teams.
  • Solid experience working on an IT service desk at various levels.
  • Professional experience in mentoring and developing others.
  • Excellent communication and interpersonal skills.
  • Strong analytical and problem-solving abilities.
  • Proficiency in IT service management tools and methodologies.
We seek a passionate and driven individual who is eager to make a positive impact on our organisation. This role offers the opportunity to work in a dynamic and innovative environment, contribute to the growth of our team, and shape the future of IT Support at Simply Business.
About Simply Business
We insure small businesses and enable big dreams – not just for our customers, but for our people and communities too. With over 900,000 active insurance policies, we protect builders, bakers, landlords, and more than 1,000 other trades.
We’re as much a technology company as one that sells insurance. We build, we fail, we learn, we improve. We’re a B Corp too, which recognises our strong track record of having a positive impact on people, society and the environment. 
Why not check out our advert on YouTube: Simply Business TV advert 2022: You name it. We insure it.
What are the benefits?
We support every team member to balance work and life effectively.
remote working – you can balance working remotely and connecting with colleagues in the office
mental health and wellbeing resources – access to counselling and technology to support your mental health
flexible parental leave – we pay six months full pay to the primary caregiver, and four weeks full pay if you’re the secondary caregiver
paid sabbatical – two weeks off when you’ve been here five years and four weeks off when you’ve been here 10, 15 and 20 years
a dedicated learning platform – the platform lets you balance both work and life goals (including management and leadership programme)
life event leave – an extra day of leave every two years for whatever you want: moving house, welcoming a new pet, or your birthday
We also make sure you’re compensated fairly.
competitive salary – based upon your experience and the market we’re in from day one
annual bonus – the potential to earn a bonus based on business performance
pension – we match what you put into your pension up to five percent
BUPA Private Medical Insurance covering Pre-existing medical conditions
health cash plan – we reimburse your everyday medical expenses
holiday entitlement – 25 days leave, plus bank holidays (you can also use your flexible benefits to get up to five days more!)
life assurance – four times your basic salary
flexible benefits scheme – an allocated allowance to use each year on things like critical illness cover, dental insurance, travel insurance, up to five days extra holiday, and gym membership.
Ready to join us and drive our success as a high-performing team? Apply today.
About Simply Business
We insure small businesses and enable big dreams – not just for our customers, but for our people and communities too. With over 900,000 active insurance policies, we protect builders, bakers, landlords and more than 1,000 other trades.
We’re a technology company as well as one that sells insurance. That means we build, we fail, we learn and we improve. We’re a B Corp too, which recognises our strong track record of having a positive impact on people, society and the environment.
Why not check out our advert on YouTube: Simply Business TV advert 2022: You name it.  We insure it.
What are the benefits?
•ㅤwork-life balance – we support every team member in maintaining a manageable workload
•ㅤhybrid working – you have the flexibility to work remotely and connect with your colleagues in one of our hubs
•ㅤmental health and wellbeing – we give you access to tools and counselling to support your mental health
•ㅤflexible parental leave – we understand how important this time is, that’s why we offer six months full pay to the primary caregiver and four months full pay if you’re the secondary caregiver
•ㅤpaid sabbatical – as a thank you to our long-serving employees, we offer a two-week sabbatical when you’ve been here for five years. And four weeks off for those who’ve been with us for 10,15, and 20 years
•ㅤlife event leave – you can get an extra days leave every two years for those big moments in your life like moving house, welcoming a new pet, or your birthday
•ㅤa dedicated learning platform – our platform helps you develop on your personal and professional goals, including management and leadership programmes
We also make sure you’re compensated fairly
•ㅤcompetitive salary – we aim to offer a fair salary based on your experience and the market we’re in from day one
•ㅤannual bonus – the potential to earn a bonus based on business performance
•ㅤpension – we’ll match what you put into your pension up to five per cent
•ㅤprivate medical insurance – you’ll get medical insurance through BUPA that covers any pre-existing medical conditions as a core benefit
•ㅤhealth cash plan – we reimburse your everyday medical expenses
•ㅤholiday entitlement – 25 days leave, plus bank holidays (and you can also use your flexible benefits to get up to five more days)
•ㅤlife assurance – pass on a tax-free sum that’s four times your basic salary (core benefit). With the option to increase it to ten times through our flexible benefit scheme
•ㅤsalary sacrifice car scheme – option to buy a brand new, fully insured and maintained car for a convenient fixed monthly amount taken from your gross salary (after 6 months service)
•ㅤflexible benefits scheme – everyone gets an allocated allowance to use each year on things like critical illness cover, dental insurance, travel insurance, a gym membership, and up to five days extra holiday
Ready to join us and drive our success as a high-performing team? Apply today.

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