IT Service Desk Team Leader
2 weeks ago
Service Desk Team Leader
32,000 per annum + On-call Shift Allowance
Are you a dynamic IT professional with leadership experience looking to take the next step in your career? Join our team at a leading manufacturing company based in South Tyneside We're seeking a talented Service Desk Team Leader to oversee our support operations and ensure the delivery of exceptional service to our internal stakeholders.
Lead and mentor a team of service desk analysts, providing guidance, coaching, and support to ensure high performance and customer satisfaction.
Manage the day-to-day operations of the service desk, including ticket prioritization, assignment, and resolution, to meet service level agreements (SLAs) and minimize downtime.
Provide hands-on technical support and troubleshooting for escalated incidents and requests, ensuring timely resolution and effective communication with stakeholders.
Oversee the support and maintenance of Office 365 suite, including Exchange Online, SharePoint, and Teams, to optimize productivity and collaboration across the organization.
Lead major incident management efforts, orchestrating cross-functional teams to resolve critical incidents swiftly and minimize impact on business operations.
Drive continuous improvement initiatives within the service desk, identifying opportunities to enhance processes, tools, and workflows to increase efficiency and customer satisfaction.
Collaborate with IT leadership to develop and implement service desk strategies, policies, and procedures aligned with industry best practices and ITIL framework.
Proven experience in a technical support role in a leadership or supervisory capacity.
Strong proficiency in supporting Office 365 applications and services, with a focus on Exchange Online, SharePoint, and Teams.
Experience working in Security Operations Centre (SOC) or Network Operations Centre (NOC) environments, with knowledge of cybersecurity principles and network monitoring tools.
Demonstrated expertise in major incident management, with the ability to lead and coordinate response efforts under pressure.
Ideally ITIL qualified, with a solid understanding of IT service management principles and practices.
Opportunity to work for a leading manufacturing company with a commitment to innovation and excellence.
Competitive salary and benefits package, including on-call shift allowance and opportunities for career advancement.
Access to ongoing training and development opportunities to enhance your skills and advance your career in IT leadership.
If you're ready to lead a dynamic service desk team and drive operational excellence, we want to hear from you Modis International Ltd acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers in the UK. Our Candidate Privacy Information Statement which explains how we will use your information is available on the Modis website #J-18808-Ljbffr
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