Service Desk Lead

3 weeks ago

Gaydon, United Kingdom GCS Recruitment Specialists Ltd Full time

Hi Peter,

Hope you are keeping well.

We are currently recruiting a Perm role for one of our leading clients which is Service Desk Lead in Gaydon -Hybrid role.
Please APPLY if this is something you might be interested in along with your Updated CV

**Title: Service Desk Lead**

**Location: Gaydon Hybrid**

**Type: Permanent**

**_Requires 1-2 days onsite every week_**

Job Purpose:
The dedicated Service Desk Lead will manage the desk daily operations, coaching team members in understanding how to address various queries from users experiencing difficulties. Their primary responsibility will be improving and maintaining service levels provided to the business. The Service Desk Lead will be responsible for staffing the service desk, developing skills, and motivating team members to deliver high quality and consistent service excellence. They will be knowledgeable about service desk tools and software as well as being innovative with new technology to ensure service is being continually improved. The Service Desk Lead is also a technical escalation point for 1st and 2nd Line teams as well as managing major incidents

Key Duties & Responsibilities:

- Proactively manage the Service Desk team and queues to ensure appropriate service levels are delivered.
- Manage/lead, coach, and mentor Service Desk Analysts including their PAD (personal development)
- Providing technical knowledge for the team, including how to approach technical incidents and service requests and work closely with other IT op streams.
- Responsible for the management of major incidents.
- Provide leadership and direction to the team, ensuring appropriate and robust process management and review frameworks are put in place and is followed.
- Monitor and drive issue resolution and liaise with stakeholders.
- Improve techniques and practices for managing queries, troubleshooting and problem resolution and prioritisation.
- Fresh service stakeholder, driving new initiatives aligned with ITIL methodology.
- Proactively collaborating with other IT leads to deliver BAU and project activity.
- Work with other IT areas to support development plans for individuals to enable internal progression and staff retention.

Qualification & Experience:

- Previous experience in a customer focused role.
- Technical experience working with 'Service Desk' tools and processes.
- Experience with troubleshooting Windows Server, Windows Desktop OS, TCP/IP Networking Issues & Application Support
- Experience with Active Directory User / Computer / Group Administration
- Experience improving a Service or Services via Service Improvement Plans.
- Stakeholder Relationship
- 2+ Years' experience in a technical customer facing role

GCS Computer Recruitment Services is acting as an Employment Agency in relation to this vacancy.

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