IT Service Desk Lead

7 months ago

West Bromwich, United Kingdom West Brom Full time

**IT Service Desk Lead**

**Salary: c. £35,000 per annum**

**Hours: Full time - 35 hours (**_Monday to Friday - Between 8:00am - 5:30pm_**)**

**Contract: Permanent**

**Location: Hybrid Working (Head Office, West Bromwich)**

The West Brom are looking to recruit an IT Service Desk Lead to join our IT Service Desk Team. The individual will be responsible to lead and manage a team of IT Service Desk Analysts ensuring continual delivery of a high-quality operational service.

You will be responsible for the day to day running of the IT Service Desk ensuring all Incidents and Requests are dealt with to the highest standards within SLA. You will ensure the team operates to the highest standards following industry best practice including meeting defined metrics, standards and all processes are followed to provide effective customer service.

Day-to-day youll ensure that the team manages any issues that arise (including P1s), act as a point of escalation, liaising with all levels of the business including and up to Executive level.

**Key Responsibilities**:

- Lead and develop the IT Service Desk team in line with industry best standards.
- Oversee and be actively involved in Incidents, Requests, Changes and Problems raised via the IT Service Desk, following up on any that need to be progressed.
- Involvement in Problem Management and Incident Trend analysis to determine root cause of issues (including re-occurring issues) and communicate appropriately.
- Incident management and escalation overall Incident Management including managing high priority Incidents (P1s) and communication to the business.
- Ongoing administration of the ITSM Tool (Including managing Service Catalogue/ Self-service portal, Reporting etc) to deliver customer improvements and enhanced self-service.
- Create a high-performance culture within the team.
- Monitor and manage flow of IT Support telephone calls.
- Ensure robust processes and controls exist for all functions following ITIL framework.

**Skills and Experience Required**:

- Strong demonstrable experience of leading an IT Support Team.
- Able to delegate and prioritise for self and others.
- Ability to work well under pressure and demonstrate a solid, logical approach to problem-solving.
- Excellent understanding of Incident, Request, Problem and Change Management.
- Positive leadership and people development skills with the ability to promote a strong and effective performance management culture.
- Ideally ITIL qualified or knowledge of ITIL disciplines and methodology.
- Ideally Service Desk Institute (SDI) qualified.
- Windows Operating Systems.
- Active Directory / Group Policy
- Microsoft Office / 365
- Mobile Device Management.
- Understanding of Remote Technologies (e.g. VPN and Remote Control) Ability to work well under pressure and demonstrate a solid, logical approach to problem-solving.

**What's in it for you?**

We wholeheartedly believe that our people are our greatest asset, thats why in addition to your salary you will be rewarded with a wide range of other benefits:

- Generous annual leave starting at 25 days + 8 bank holidays, (pro rata)
- Pension scheme where we will augment your contribution by 0.6% (Up to 10.6%)
- Social club membership dozens of discounts available for a wide variety of family days out and events
- Performance related pay scheme
- Corporate health plan with the option to include family members
- Discounted travel cards
- Life assurance provided by the Society at 4 times your salary

**Why choose the West Brom?**

**At the West Brom we appreciate that our employees are unique individuals with differing needs depending on their specific circumstances and stages in life. When we say our people are the West Broms biggest asset that doesnt mean just viewing them as employees. We are proud of our heritage and absolutely believe that the West Brom is a great place to work.**

**Do it today and click apply**
*

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