Information Technology Service Desk Team Lead

2 weeks ago

United Kingdom Clearwater People Solutions Ltd Full time

JUST IN

IT Service Desk Team Leader Wanted

Our client seeks an IT Service Desk Team Leader to join their team on a permanent basis. The IT Service Desk Team Leader will be based from the Crawley office with travel to other office locations as and when required. The IT Service Desk Team Leader will be responsible for leading a team of engineers internally as well as managing a 3rd party vendor which provides 1st & 2nd line support. The IT Service Desk Team Leader must have previous leadership experience, a good IT background, especially with Microsoft Office 365 and excellent verbal and written communication skills.

Key Responsibilities for the IT Service Desk Team Leader:

  • Handle escalations as appropriate
  • Monitor IT Support team performance and feedback to the IT Service Manager
  • Backfill essential IT Support Coordinator responsibilities in their absence
  • Ensure processes are followed in an accurate and timely manner
  • Run daily stand-ups with the in-house team to prioritise activities and progress IT Support issues
  • Create and maintain documentation on support processes including personnel changes, support and user requests
  • Provide holistic oversight over the IT support vendor and the internal IT support team to ensure high-quality IT Support services are delivered
  • Coordinate internal IT teams, the IT Support vendor and other 3rd party support vendors

Skills Required for the IT Service Desk Team Leader:

  • Proven experience leading an IT Support function consisting of in-house staff and third-party vendors
  • Excellent communication skills, both verbal and written
  • A personable and approachable nature
  • Strong knowledge of Windows 10/11 and Microsoft Office
  • Exchange online, Active Directory, Service Now
  • Excellent organizational skills
  • Willing to travel to other offices when required

If this role is of interest, please apply for additional information or contact Thomas Edevane from Clearwater People Solutions.

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