Service Desk Team Leader
3 days ago
Location: Office based, Liverpool
Note: This is not a hybrid role; you will be required to work in the office 5 days a week.
We are seeking a highly skilled Service Desk Team Leader to join our team. As a key member of our IT department, you will be responsible for assisting 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:- Supervise and manage the Service Desk staff to ensure excellent customer service and timely issue resolution.
- Handle the IT support queue and prioritize tasks to meet service level agreements.
- Assist with incident management and service request fulfillment, ensuring that issues are resolved efficiently and effectively.
- Manage breached SLAs and escalate to the Service Desk Manager as necessary.
- Assist with defining, validating, and distributing metrics to stakeholders.
- Provide cover for the Service Desk Manager when they are on leave.
- Track active performance against SLAs and escalate to the Service Desk Manager according to 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.
- Contribute to communications to the wider business regarding IT services.
- Participate in Problem Management and Change Management processes.
- Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.
- Actively seek feedback from end users and action C-SAT survey responses.
- Strong attention to detail and analytical skills to solve complex problems.
- Excellent communication and interpersonal skills to build rapport with employees at all levels.
- Ability to consistently document information concisely and accurately.
- Comfortable working autonomously and able to act with intuition.
- Ability to think outside the box and bring fresh ideas to the table.
- At least 1 year of 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 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 like Halo ITSM or Freshservice.
This is a great opportunity for an experienced Service Desk Technician looking to take on more of a management/team leader role. If you are a motivated and organized individual with excellent communication skills, we encourage you to apply.
Ascent People is acting as an employment agency for this role and applicants from all ages and backgrounds will be considered.
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