Service Desk Lead

3 months ago

Warwickshire, United Kingdom GCS Recruitment Specialists Ltd Full time

**Service Desk Lead**

The Service Desk Lead will play a crucial role in managing the daily operations of our service desk, ensuring high-quality and consistent service delivery to our clients. They will lead and coach a team of Service Desk Analysts, providing technical guidance, resolving technical incidents, and addressing service requests. The Service Desk Lead will also serve as a technical escalation point for 1st and 2nd Line teams and effectively manage major incidents. They will contribute to continuous service improvement and collaborate with other IT leads to support various projects and initiatives.

**Key Duties & Responsibilities**:

- Proactively manage the Service Desk team and queues to ensure the timely resolution of user queries and technical issues.
- Lead, coach, and mentor Service Desk Analysts, fostering their professional development and enhancing their technical skills.
- Provide technical expertise and guidance to the team, including troubleshooting Windows Server, Windows Desktop OS, TCP/IP Networking Issues, and Application Support.
- Take ownership of major incidents, managing the resolution process, and effectively communicating with stakeholders.
- Establish and enforce robust process management frameworks, ensuring adherence to service desk procedures.
- Collaborate with stakeholders to drive issue resolution and maintain strong relationships.
- Implement service improvement plans to enhance service desk efficiency and effectiveness.
- Stay updated on industry trends and technologies, recommending innovative solutions to improve service delivery.
- Support other IT teams in delivering BAU activities and project implementations.
- Work with IT leaders to develop individual development plans, fostering internal progression and staff retention.

**Qualification & Experience**:

- Previous experience in a customer-focused role, demonstrating excellent communication and interpersonal skills.
- Strong technical experience working with 'Service Desk' tools and processes.
- Proficiency in troubleshooting Windows Server, Windows Desktop OS, TCP/IP Networking Issues, and Application Support.
- Familiarity with Active Directory User/Computer/Group Administration.
- Experience in implementing service improvement plans to enhance service delivery.
- Proven stakeholder relationship management skills.
- At least 2 years of experience in a technical customer-facing role.
- Right to work in the UK is essential as well as full UK driving license

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

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