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IT Service Desk Team Lead

2 months ago


Hereford, Herefordshire, United Kingdom Sadler Recruitment Full time
About the Role

The IT Service Desk Team Lead is a key position within our organization, responsible for overseeing the UK and Ireland Service Delivery team in providing top-notch IT services to our clients. This includes supporting all aspects of IT, including applications, systems, hardware, and customer experience.

This is an exciting opportunity for a seasoned IT professional to take on a leadership role and drive the success of our Service Delivery team.

Key Responsibilities
  • Plan, schedule, and monitor work activities to meet business needs, ensuring that all tickets are handled in accordance with agreed procedures.
  • Manage day-to-day requests, incidents, major incidents, changes, and release management, ensuring that all supported components are properly documented.
  • Escalate service requests and incidents to Regional teams as needed, ensuring seamless communication and resolution.
  • Conduct effective performance evaluations and mentor team members to enhance their skills and knowledge.
  • Ensure team members are adequately trained for their roles, promoting a culture of continuous learning and improvement.
  • Liaise with other team leaders/managers within IT to align departmental objectives and drive business success.
  • Assist with other projects and activities within the Division as required, leveraging your technical expertise and leadership skills.
  • Perform on-site hardware and software fixes, implementing workarounds as necessary to ensure minimal disruption to business operations.
  • Control the management of Major Incidents, providing timely updates to the Management Team and stakeholders.
  • Maintain the IT knowledgebase by documenting systems and related business procedures in a clear and accurate manner.
Requirements
  • Proven experience in managing a team, with a strong track record of leadership and technical expertise.
  • Excellent attention to detail, with a focus on delivering high-quality results.
  • Experience working in an office environment, with a strong understanding of client hardware and operating systems.
  • Technical expertise in O365 and Exchange Online, with a solid understanding of WAN and LAN environments.
  • Knowledge of MPLS and VPN fundamentals, with the ability to apply this knowledge in a real-world setting.
Desirable Qualifications
  • Certifications in Microsoft technologies, such as ITIL Foundation or Exchange and Server experience.
About Sadler Recruitment

Sadler Recruitment is a leading provider of IT recruitment services, dedicated to connecting top talent with exciting opportunities in the industry. We pride ourselves on our commitment to excellence, customer service, and building long-term relationships with our clients and candidates.