Service Desk Team Lead
4 days ago
Service Desk Team Lead | Cheltenham | Education |
Your new company
Working with a private sector company operating within the Education sector. Experiencing a period of growth within the IT team. The Service Desk Team Lead is responsible for ensuring customer service and support, performance targets and expectations are metthrough effective team leadership and developing the knowledge and skills of the team.
Your new role
This role requires the ability to develop effective working relationships with senior colleagues and this fast-paced and varied role requires excellent communication and customer service skills as well as a broad range of IT knowledge. Your time will be spentworking ensure that the service runs efficiently and effectively, liaising with external support providers, as well as customers to resolve incidents and fulfil service requests, as part of a close-knit team.
**Responsibilities**:
- Day-to-day management, resource planning and work allocation to meet agreed service levels, including out of hours, rota and cover arrangements.
- Develop a good understanding and technical expertise across the entire range of services and products.
- Oversee diverse and complex service incidents, requests and events that require drive and focus to deliver successfully.
- Ensure service requests and incidents are received, logged and handled according to agreed procedures and promptly picked-up or allocated and responded to.
- Supervise and provide regular performance feedback to team members. Work with the Head of Department, and IT Managers to ensure that the personal and departmental development goals of team members are achieved, and career aspirations supported.
- Ensure the team deliver a program of scheduled activities and routine checks, ensuring any service issues are remediated as a priority.
- Ensure customers are kept appraised of progress towards service restoration.
- Escalate potential service level failures with the appropriate IT manager and act as first escalation point in dealing with customer issues and complaints.
What you'll need to succeed
Equivalent experience and similar qualifications will be considered. Job holders without certifications may be expected to obtain over an agreed time period, and will be supported in the process of obtaining, a number of certifications agreed as relevant tothe role including but not limited to:
- ITIL foundation certification or similar.
- Coaching and Customer Service qualifications e.g. Service Desk Institute, Institute of Customer Service or BCS or other professional memberships (Desirable)
- CompTIA A+
Knowledge and Experience
- Supervising a service desk team.
- Working in a school environment (Desirable).
- Service Desk, Incident and Service Request management practices. Aware of other ITIL practices.
- Operating MS products e.g. Exchange, Sharepoint, Teams, OneNote, Word, Excel, PowerPoint etc.
- Using identity and access management solutions, (e.g. Active Directory & Azure).
- iSAMS or other school MIS systems (Desirable).
What you need to do now
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.
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