Service Delivery Team Lead

Do you have experience of managing and developing a high-quality service desk team? Are you brilliant at customer service and a proven problem solver?

We are recruiting for a Service Delivery Team Leader to manage the Service Desk team, ensuring it provides excellent technical IT support to users of the Charity’s computing facilities.

Dogs Trust is the largest dog welfare charity in the UK with a nationwide network of rehoming centres and charity jobs. In an average year, Dogs Trust centres cared for over 14,000 dogs; we never put a healthy dog down.

The IT Service Desk works to provide excellent services to all Dogs Trust users and across all IT systems to ensure the organisation can be successful in achieving its mission and goals.

In this important job you will be responsible for managing the Dogs Trust Service Desk function within an ITIL framework ensuring customers are receiving a high-quality service consistently. You will be reporting on service level KPIs and using metrics to drive continuous service improvement. An experienced and motivational leader, you will be managing a team of IT service desk analysts including all aspects of recruitment, performance management and coaching, as required.

To be successful in this role you will have excellent customer service and team leadership skills, including the capability to coach and mentor other members of the team. You will be a proven problem solver, coupled with good analytical skills, especially root cause analysis and you will have a real ‘can do’ attitude to your work.

To apply for this position please click the APPLY NOW button. Our application process requires you to submit a CV and cover letter explaining your interest and suitability for the role. Note that we reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

At Dogs Trust we value diversity and we're committed to creating an inclusive culture. We actively encourage applications from people of all backgrounds, abilities and cultures and believe that a diverse workforce will help us to achieve our mission. Should you need any adjustments to the recruitment process, either at application or interview stage, please contact jobs@dogstrust.org.uk.