IT Service Desk Team Lead

1 month ago

Hereford, Herefordshire, United Kingdom Sadler Recruitment Full time
Job Title: IT Service Desk Team Lead

The IT Service Desk Team Lead is responsible for overseeing the UK and Ireland Service Delivery team in providing support for all IT services, including applications, systems, hardware, and customer experience.

Key Responsibilities:

  • Plan, schedule, and monitor work activities to meet business needs, including the management of day-to-day requests, incidents, major incidents, changes, and release management.
  • Ensure that all tickets are handled in accordance with agreed procedures and that documentation of supported components is available and in an appropriate format.
  • Manage escalation points for service requests and incidents handled by Service Delivery personnel, including Regional teams.
  • Conduct effective performance evaluations and mentor team members with less experience through formal channels where appropriate.
  • Ensure team members are appropriately trained for their roles.
  • Liaise with other team leaders/managers within IT to ensure the achievement of departmental objectives.
  • Assist with other projects and activities within the Division as appropriate and as time allows.
  • Perform on-site hardware and software fixes, and implement workarounds as necessary across multiple sites.
  • Control the management of major incidents and provide updates to the Management Team.
  • Maintain the IT knowledgebase through clear and accurate documentation of systems and related business procedures.

Requirements:

  • Management experience
  • Strong attention to detail
  • Experience working in an office environment
  • Experience in a Technical Support Team/Service Desk Team Lead role
  • Experience with O365 and Exchange Online
  • Detailed understanding of client hardware and operating systems
  • Good understanding of WAN and LAN environments
  • Understanding of MPLS and VPN fundamentals

Desirable Qualifications:

  • Certifications in Microsoft technologies
  • ITIL Foundation certificate
  • Exchange and Server experience

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