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Service Desk Team Leader
2 months 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 in Liverpool. 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 fulfilment.
Key Responsibilities:- Supervise and manage the Service Desk staff to ensure excellent customer service and timely issue resolution.
- Handle the IT support queue and provide technical support to employees.
- Assist with incident management and service request fulfilment, ensuring that issues are resolved efficiently and effectively.
- Manage breached SLAs and track active performance against SLAs, escalating to the Service Desk Manager as necessary.
- Provide cover for the Service Desk Manager when they are on leave.
- 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 anything that could affect IT services.
- Participate in Problem Management and Change Management processes.
- Evaluate documented resolutions and analyse trends for ways to prevent recurring issues.
- Actively seek feedback from end users and action any C-SAT survey responses.
- Strong attention to detail, with an analytic mindset and ability to solve complex problems.
- Excellent communication skills, with the ability to build 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 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 organisation 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.
This is a fantastic opportunity for an experienced Service Desk Technician who is ready to take on more of a management/team leader role. If you are a motivated and organized individual with excellent communication skills, we would love to hear from you.
Ascent People is acting as an employment agency for this role and applicants from all ages and backgrounds will be considered.
