IT Service Desk Team Leader

2 days ago


Newcastle Upon Tyne, United Kingdom LTS Resourcing LTD Full time

Our sector leading client are urgently seeking an IT Service Desk Team Leader to join their team on a 6 months FTC, covering APAC hours.

As the IT Service Desk Team Leader, you will be responsible for the smooth operation of a front-line IT support team alongside another team leader, ensuring customer service requests, incidents, including Major Incident process and SOC/NOC process are managedand solutions implemented to deliver a firstclass service.

**Key responsibilities of the IT Service Desk Team Leader**:

- Managing the NOC/SOC process within the Global Service desk to ensure all process are effective
- Acting as a point of escalation whilst leading and providing oversight, technical and operational guidance to the team
- Act as a deputy to the Global Service Desk manager
- Acting as the Major Incident Manager as and when needed to support the IT function and the wider business.
- Mentoring, coaching, management support and development including appraisals, evaluations and reporting of individual performance targets for their direct reports, plus oversight of their direct reports
- Performance monitoring, setting and reporting of the teams’ KPIs, targets and goals to Senior Management and wider company

**Experience and skills required as the IT Service Desk Team Leader**:

- Team Leader/Managment experience in a Service Desk or similar environment with a proven track record to identify process improvements and initiate change
- ITIL Qualification (not essential)
- Experience with ticketing frameworks
- Solutions driven, confident and friendly approach when dealing with customers
- Ability to work under pressure in a fast-paced dynamic environment, setting the behaviours and acting as an example to the team



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