Service Desk Team Leader

3 days ago


London, United Kingdom Intec Select Full time

Service Desk Team Leader

A global corporation that operates in over ten different countries worldwide is currently recruiting a Service Desk Team Leader to oversee a team of six a service desk engineers within an ITIL Microsoft environment. This is fast paced, dynamic and challenging environment where you will need to provide oversight day to day support, co-ordination and appropriate distribution of the incoming workload and ongoing work-in progress of the IT Service Desk. The role is based near Bond Street, London and offers a hybrid working model with a salary circa of £45,000 + 20% bonus.

The Service Desk Team Leader will ensure that tickets are managed through to resolution or escalation by the team or passed to other resolver groups whilst ensuring compliance with existing Service Desk processes, and to develop/document processes where those are missing or need updating. Finally the SDTL will ensure that VIP and escalated tickets are reviewed daily, that all other work-in progress tickets are monitor.

This role is approximately 75% workflow management, 20% working on tickets and 5% team administration.

Core responsibilities:
To provide oversight, day to day support, co-ordination and appropriate distribution of the incoming workload and ongoing work-in progress of the IT Service desk.
- Ensure that tickets are managed through to resolution or escalation by the team or passed to other resolver groups.
- Ensure compliance with existing Service Desk processes, and to develop/document processes where those are missing or need updating.
- Ensure that VIP and escalated tickets are reviewed daily, that all other work-in progress tickets are monitored for progress towards resolution.

Key skill set:

- Good practical understanding of ITIL process, particularly incident, problem and change.
- Experience working on, with or leading a busy IT Service Desk and with an ITSM toolset (we use ServiceNow, but the concepts of ticketing are more important).
- Educated to GCSE level standard or equivalent
- CompTIA A+ or N+ preferable
- Good, all-round, generalised IT experience
- Personable, outgoing and able to project confidence. Able to communicate technical issues with non-technical users at all levels of the business.
- Experience of supporting MS Office and Windows Desktops. Mac experience would be a huge bonus
- Experience of AD and O365 Administration

Benefits package:

- 25 days holiday per annum for part time: pro-rata per annum)
- Lifeworks Discount Scheme (Voluntary)
- Pension - The Company contributes 10% of annual salary to the Self-Invested Personal Pension Plan (SIPP) on your behalf
- Private Medical Insurance (Individual cover)
- The One Fund - A flexible health benefit allowance which includes Dental and Optical (Individual cover)
- Critical Illness Insurance
- Income Protection Insurance
- Life Assurance
- Bonus Scheme - Discretionary performance related bonus up to 20% of salary
- Wellbeing Allowance (as per Company policy)

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