Desktop-field Services Cluster Lead- Uk
2 weeks ago
**Job Description**:
**JD - Desktop/Field Services Cluster Lead**
- **Buy Rate - £50K/Annum**:
- **Contract Duration 2 years**:
- **TP/FTE - FTE**:
- **Precise work location - easyJet Airline Company Ltd, Hangar 89, London Luton Airport, Luton, Bedfordshire,LU2 9PF**:
- **Is remote work allowed? - No**
***
- Leads a staff of Deskside Support Technicians to ensure the successful attainment of Service Level Agreement metrics.
- Lead will be responsible for the hygiene associated with the tickets assigned to his team
- Defines and sets team direction and provides guidance to members of team.
- Responsible for the inventory control as well as AMDB accuracy of their site/sites
- Leads the installation and support of PCs, laptops, printers, peripherals, mobile device, iPad, meeting room equipment and connected equipment in an IT Enterprise environment
- 7 operating system and Windows 10 to resolve customer workstation issues.
- Work FSO partners/supplier to provide dispatch support.
- Plan and execute short term projects including project panning, resource fulfillment, service fulfillment before timeline
Additional Responsibilities
- Will be responsible for time sheet, leave management of their team
- Will be responsible for managing the team off hours and weekend roster
- Will be responsible for managing the SNOW Q for their region
- Will work as escalation point of all escalations associated with the team
- Will work with Deskside manager and HR for conducting disciplinary action against team members
- Will be responsible for timely completion of projects assigned to team members
- Will work on resolving all escalations, along with Deskside manager, resulting for their team
- Will generate reports from SNOW daily to gauge productivity of team and weed out any in efficiencies
- Will work under the directives of Deskside Manager and Project manager to complete projects in a timely manner
- Travel may be required to meet with team or clients
Qualifications:
- Must have a minimum of 4 years of experience in leading and managing a team of IT Deskside Support technicians.
- Must have demonstrated experience managing staff using metrics to drive performance.
- Must have experience managing teams and technologies that span across all end-user hardware and software.
- Team player with good communication, organizational, and strong interpersonal skills.
- Able to prioritize and drive to results with a high emphasis on quality
- Experience using IT Service Management software (ServiceNow, Remedy)
- ITIL Certification.
It would be great if you also had:
- Microsoft Certified Help Desk Support Technician
- Apple Certified Mac Technician
- CompTIA A+
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