3rd Line Service Desk Team Lead

6 months ago

London, United Kingdom CTS Full time

At CTS we deliver IT services dedicated to the legal sector covering IT strategy, technology platforms, cyber protection and managed services. Our reputation is built from our passionate commitment to delivering service excellence with integrity. We invest in our team and in creating an inclusive culture that rewards ambition and encourages the freedom to think

**Right now we are looking to add a 3rd Line Service Desk Team Lead to our 24/7 Team on nights, you can be based anywhere in the UK.**

**About the role**

The 3rd Line Service Desk Team Leader will be a highly technical person who can lead and inspire senior technical staff within our Service Operations team. You will be responsible for overseeing day-to-day 3rd Line Service Operations and delivery of support to users across the business, monitoring and reporting of Service Desk KPI data to ensure service levels are consistently delivered, as well as acting as a technical escalation point for all tiers of Service Operations. This will be delivered through a mix of BAU service and project tickets and will be aligned to Service Operations KPIs/deliverables.

**Responsibilities**
- Manage a team of 3rd Line Engineers and prioritise BAU, project, and operational work efforts across the business.
- Effectively manage resources to ensure the delivery of all objectives, including requesting temporary resources outside of the team to assist in critical/time-sensitive deliveries.
- Develop and provide regular MI reports to key internal stakeholders to show progress on implementation and team performance against established KPIs.
- Participate in creating and maintaining documentation to be used by all technical resources within the business.
- Perform daily management of 3rd Line queues to ensure tickets are updated in a timely manner, workloads are correctly reviewed and balanced and KPIs are consistently achieved by all members of the team.
- Act as an escalation contact for P1 and Major Incident tickets, either by acting as the technical resource for the incident or mentoring your team to provide clear and consistent communication.
- Perform regular quality assurance tasks to review the quality and handling of tickets within your team.
- Proactively participate in Continuous Service Improvement by promoting a culture of innovation and encouraging idea and knowledge sharing, encouraging open and honest feedback on processes and operations.
- Provide data-driven decision-making by using facts, metrics, and data to guide strategic business decisions that align with goals, objectives, and initiatives.
- Work collaboratively across the business to make recommendations to upgrade/improve services such as removing EOL hardware/software, additional/increased resources, and alternative solutions.

**Essential Skills**

As a 3rd Line Service Desk Team Lead at CTS, you will have excellent communication skills with the ability to lead and motivate others. You will have excellent technical and analytical skills and close attention to detail.

**You will need an extensive technical knowledge base including**:

- ITIL Foundation (certified)
- Familiar with applicable national and international standards, frameworks, and methods such as ITIL, ISO 27001, NIST, CIS
- Knowledge of the use and management of Cloud technologies. In Particular: Software as a Service (SaaS), Infrastructure as a Service (IaaS), Platform as a Service (PaaS), hybrid Cloud/on-premise infrastructures, and on-premise to Cloud migrations

**It would be advantageous for you to have**:

- On-premise or Cloud Technology Certifications (Microsoft, AWS, Google etc.)
- Experience of managing a highly technical team within a Managed Service
Provider

**What we can offer you.**
- Annual salary: £50,000 - £60,000 PA DOE +20% Shift Allowance
- Remote Working
- Hours: 37.5 hours per week Monday-Friday
- Holiday: 25 days + Bank Holidays and 1 day for your birthday
- Learning and Development Programme - including study support
- Auto-enrolment Pension Scheme (operated using salary exchange)
- Wellbeing programme
- Instant access to our Benefit Hub
- Health Cash Plan
- Leave for volunteer work
- Annual company events
- Employee-driven reward and recognition scheme

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