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Information Technology Service Desk Team Lead
3 months ago
About the Role:
Enso Recruitment, on behalf of our client, is seeking an experienced IT Service Lead to manage and guide the IT Service Desk and Level 1 technical support team. This role involves overseeing the processes of an IT Service Desk, ensuring the team delivers timely and effective client support, and managing technical issues as an escalation point.
This role is a 1 year fixed term contract position.
Responsibilities:
- Lead, motivate, organize, mentor, and manage the Level 1 IT Service Team.
- Drive a culture of service excellence within the team, providing the necessary leadership and support.
- Supervise and participate in the provision of 1st and 2nd line technical support for all services.
- Ensure timely follow-up and communication with customers regarding the status of incidents.
- Schedule team workload to ensure timely completion of tasks.
- Conduct performance development reviews and identify training needs.
- Oversee the recording, triaging, and classification of incidents and service requests.
- Manage high-severity support incidents and communicate with end users about service availability.
- Produce and contribute to the development of management KPI reports.
- Liaise with third-party vendors and escalate issues when necessary.
- Participate in projects as required.
- Ensure effective documentation of existing and new systems is maintained.
- Assist the IT Service Delivery Manager with the development of IT service strategy.
- Lead the Customer Satisfaction program.
- Ensure compliance with company policies, particularly IT Security Policies, GDPR, and Safety Policies.
- Perform other duties as required.
About You - Key Skills and Experience:
- Strong customer focus with excellent influencing skills to manage internal and external relationships.
- Self-motivated with a strong sense of ownership and flexibility to adapt to changing conditions and priorities.
- Comfortable working outside core hours when necessary.
- Strong organizational and multi-tasking skills with excellent written and verbal communication.
- Experience working in a similar capacity within a Service Desk.
- Technical competence as a Level 2 IT support technician.
If you are passionate about providing excellent IT service and leading a dynamic team, we want to hear from you. Apply now to join a forward-thinking organization committed to innovation and customer satisfaction. This job advert has been written by Enso Recruitment on behalf of our client.
