Service Desk Team Lead

4 days ago

London, United Kingdom McArthurGlen Full time

**What you'll be doing...**

To provide oversight, day to day support, co-ordination and appropriate distribution of the incoming workload and ongoing work-in progress of the IT Service Desk.
- Ensure that tickets are managed through to resolution or escalation by the

team or passed to other resolver groups.
- Ensure compliance with existing Service Desk processes, and to

develop/document processes where those are missing or need updating.
- Ensure that VIP and escalated tickets are reviewed daily, that all other work-inprogress tickets are monitored for progress towards resolution.

This role is approximately 75% workflow management, 20% working on tickets and 5% team administration.

**Why start your journey with McArthurGlen?**
- We offer you an attractive salary and competitive performance bonus
- Excellent benefits including a wellbeing allowance, special discounts in our Designer Outlets, pension and many more
- Hybrid working - we do all we can to accommodate flexibility
- We offer the opportunity to work with the best and be part of something extraordinary, as part of an international organisation
- We encourage individual development through custom trainings and access to LinkedIn Learning
- Values-based culture - our colleagues make things happen in an inclusive and collaborative environment where we enjoy coming to work. We pursue excellence, make a difference and love to innovate
- Over 85% of our employees would recommend us as a good place to work

**To be successful you’ll bring...**
- Good practical understanding of ITIL process, particularly incident, problem and change.
- Experience working on, with or leading a busy IT Service Desk and with a ITSM toolset (we use ServiceNow, but the concepts of ticketing are more important).
- Educated to “GCSE” level standard or equivalent
- CompTIA A+ or N+ preferable
- Good, all-round, generalised IT experience
- Personable, outgoing and able to project confidence. Able to communicate technical issues with non-technical users at all levels of the business.
- Experience of supporting MS Office and Windows Desktops. Mac experience would be a huge bonus
- Experience of AD and O365 Administration
- Comfortable in a challenging, fast-moving environment.

**Be part of something extraordinary...**

**Our Success Framework**

Job Reference: MAG01910

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