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IT Service Desk Team Lead
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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.
Key Responsibilities
- Plan, schedule, and monitor work activities to meet business objectives, ensuring the efficient 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 needed.
- 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
