Service Desk Team Leader

2 months ago

Liverpool, Liverpool, United Kingdom Ascent People Full time
Job Description

As a Service Desk Team Leader at Ascent People, you will play a crucial role in the success of our clients' IT operations. We are seeking an experienced IT professional to assist the Service Desk Manager in supervising the Service Desk staff, handling the IT support queue, and assisting with incident management and service request fulfillment.

Key Responsibilities:
  • Assist the Service Desk Manager in supervising the Service Desk staff, ensuring that all team members are working efficiently and effectively.
  • Handle the IT support queue, responding to and resolving technical issues in a timely and professional manner.
  • Assist the IT Support / Service Desk technicians with incident management and service request fulfillment, ensuring that all issues are resolved to the satisfaction of our clients.
  • Aid with managing breached Service Level Agreements (SLAs), working closely with the Service Desk Manager to ensure that all SLAs are met.
  • Assist the Service Desk Manager with defining, validating, and distributing metrics to stakeholders, providing valuable insights into the performance of the Service Desk.
  • Provide cover for the Service Desk Manager when they are on leave, ensuring that the Service Desk continues to operate smoothly.
  • Track active performance against SLAs and escalate to the Service Desk Manager according to the SLA policies.
  • Ensure the on-call rota is updated and provides adequate support out of hours.
  • Support the Service Desk Manager with the Major Incident process, working closely with the IT team to resolve critical issues.
  • Contribute to communications to the wider business regarding anything that could affect IT services, ensuring that all stakeholders are informed and up-to-date.
  • Participate in Problem Management and Change Management processes, working closely with the IT team to identify and resolve technical issues.
  • Evaluate documented resolutions and analyze trends for ways to prevent recurring issues, ensuring that the Service Desk is always improving.
  • Actively seek feedback from end users and action any C-SAT survey responses, ensuring that the Service Desk is always meeting the needs of our clients.
  • Validate technician compliance to policy and procedures during all tasks, taking action, reporting, or escalating to the Service Desk Manager as necessary.
Requirements:
  • Strong attention to detail, with an analytic mindset and ability to solve complex problems.
  • Excellent communication skills, with the ability to build a rapport with employees at all levels.
  • Ability to consistently document information concisely and accurately.
  • Comfortable working autonomously, able to act with intuition.
  • Ability to think outside the box to bring fresh ideas to the table.
  • 1 year's + experience in a similar team leader role with at least 3 years prior experience as a Service Desk Technician.
  • Demonstrable experience facilitating meetings at multiple levels of an organization and an understanding of facilitation techniques.
  • Demonstrable understanding of the ITIL framework.
  • Demonstrable experience dealing with difficult stakeholders and managing stakeholder expectations.
  • Understanding of ITSM system configuration.
  • Experience using tools such as Asana, Google Apps, and ITSM Software such as Halo ITSM or Freshservice.

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