Service Desk Team Leader

1 week ago

Reading, United Kingdom AllPoints Fibre Full time

The** Service Desk Team Leader **at AllPoints Fibre will be responsible for the 1st Line ITIL operations of the IT Service. The vision is to create and manage clear channels of support, ensure that resourcing is covered and eliminate single points of failure. The Service Desk Team Leader reports into the IT Service Support Manager and will work closely with them to ensure that the Service Desk is performing in line with agreed processes. There will be a focus on ITIL and ensuring that ITIL processes are followed and enhanced where appropriate. This role will have the direct supervision of the 2x Service Desk Engineers.

**What you will be doing**:

- Maintenance of an IT Knowledge Base, detailing all tasks performed by 1st Line.
- Management and oversight of the 1st Line functions.
- Creation of user guides, which are to be published in a shared area for the business.
- Input into ITIL processes, assisting the IT Service Support in amending existing processes as required.
- Ensuring cover for the Reading and Fareham offices is in place.
- Creation and delivery of management reports on service performance.
- Oversee the effective handling and resolution of incidents and problems for the 1st line function, providing timely and effective solutions.
- Responsible for all remote support on the service desk.
- Management of service SLA adherence.
- Act as a point of contact for customer inquiries and concerns, maintaining a high level of professionalism and excellent customer service.
- Provide technical expertise and guidance to the 1st line function, assisting in their skill development and knowledge enhancement to avoid escalations.
- Perform advanced troubleshooting and diagnostics on software, and network-related problems, aiming for efficient problem resolution.
- Document and maintain detailed records of incidents, solutions, and best practices for future reference and continuous improvement.
- Managing a Software Asset Management regime, ensuring the business is both appropriately licensed for software, and working with procurement to ensure sound commercial oversight of all software in the business.
- Creating and maintaining a skills database for staff, which can be compared against the service requirements to identify skill shortages
- Any other reasonable duties as agreed with the IT Services Support Manager.

**About you**:
Having at least 5 years experience in an IT Service Desk role, with managing employees in an ITIL environment, you will have strong technical knowledge of M365 and Service Desk methodologies. You will also have great leadership, communication skills and vendor relationship management skills.

**The benefits**

At AllPoints Fibre, we're all about looking after you. We offer an extensive wellbeing package that goes beyond the EAP. Your benefits will include Bupa private medical insurance and dental cover, income protection insurance, group life insurance and a health plan to help with day to day expenses such as eye care.... we will even pay for you to get a massage

Everyone needs a break now and then, right? That's why we start all our employees off with a generous 30 days' annual leave allowance (pro rata), plus bank holidays. And if you ever need some extra time off due to illness or parental leave, we've got enhanced leave plans in place to support you through that.

Additionally we know how important it is to feel secure with your finances. That's why we have benefits dedicated to your financial wellbeing. You will be able to join our employer contributory pension and in addition to income protection insurance, group life insurance we offer cashback and voucher schemes to help cover living cost such as electricals and personal spending.

**About us**:
Established in 2021, AllPoints Fibre has grown from regional roots in Jurassic Fibre, Giganet and Swish Fibre, to establish a national wholesale network.

We are on a missions to create a wholesale network that can serve millions of homes and businesses connect to a better digital future.

To help us achieve this mission we need a **_Service Desk Team Leader _**to take us on this journey.

We have set ourselves the goal to become the best place to work, we recognise that our people are at the heart of what we do - join us on our journey to become the UK’s most recommended way to connect
- ...And if you don’t meet any specific requirements of the role, we’d still like to hear how you’d get the job done_

**Next steps**

One last thing...

AllPoints Fibre value diversity and are committed to creating a diverse and inclusive environment for all employees. Help us create a secure, inclusive digital world where diversity fuels innovation; your vision, your voice, and your skills have a place here

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