Service Desk Team Leader
2 weeks ago
We are seeking a highly skilled and experienced Service Desk Team Leader to join our team at Ascent People. As a key member of our IT support team, you will be responsible for leading a team of Service Desk Technicians and ensuring the smooth operation of our IT services.
Key Responsibilities:- Assist the Service Desk Manager in supervising the Service Desk staff.
- Handle the IT support queue when needed.
- Assist the IT Support / Service Desk technicians with incident management and service request fulfilment.
- Aid with managing breached SLAs.
- Assist the Service Desk Manager 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 the 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 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.
- Validate technician compliance to policy and procedures during all tasks, taking action, reporting, or escalating to the Service Desk Manager as necessary.
- Strong attention to detail, with an analytic mindset and ability to solve complex problems.
- Excellent communication skills, with the ability to build a 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 years + 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.
-
Service Desk Team Leader
1 day ago
Liverpool, Liverpool, United Kingdom SitePoint Pty Full timeJob Title: Service Desk Team LeaderLocation: Office based, LiverpoolNote: 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...
-
Service Desk Team Leader
1 day ago
Liverpool, Liverpool, United Kingdom SitePoint Pty Full timeJob Title: Service Desk Team LeaderLocation: Office based, LiverpoolNote: 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...
-
Service Desk Team Leader
2 weeks ago
Liverpool, Liverpool, United Kingdom Ascent People Full timeJob DescriptionAs a Service Desk Team Leader at Ascent People, you will play a crucial role in the success of our clients' IT operations. We are seeking an experienced IT professional to assist the Service Desk Manager in supervising the Service Desk staff, handling the IT support queue, and assisting with incident management and service request...
-
Service Desk Team Leader
2 weeks ago
Liverpool, Liverpool, United Kingdom Ascent People Full timeJob DescriptionAs a Service Desk Team Leader at Ascent People, you will play a crucial role in the success of our clients' IT operations. We are seeking an experienced IT professional to assist the Service Desk Manager in supervising the Service Desk staff, handling the IT support queue, and assisting with incident management and service request...
-
Service Desk Team Lead
2 weeks ago
Liverpool, Liverpool, United Kingdom Ascent People Full timeJob OverviewWe are seeking a highly skilled Service Desk Team Leader to join our team at Ascent People. As a key member of our IT support team, you will be responsible for leading a team of service desk analysts and providing technical expertise to resolve complex IT issues.Key Responsibilities:Lead a team of service desk analysts to ensure timely and...
-
Service Desk Team Lead
2 weeks ago
Liverpool, Liverpool, United Kingdom Ascent People Full timeJob OverviewWe are seeking a highly skilled Service Desk Team Leader to join our team at Ascent People. As a key member of our IT support team, you will be responsible for leading a team of service desk analysts and providing technical expertise to resolve complex IT issues.Key Responsibilities:Lead a team of service desk analysts to ensure timely and...
-
Service Desk Team Lead
1 week ago
Liverpool, Liverpool, United Kingdom Ascent People Full timeJob OverviewWe are seeking a highly skilled Service Desk Team Leader to join our team at Ascent People. As a key member of our IT support team, you will be responsible for leading a team of service desk analysts and providing technical expertise to resolve complex IT issues.Key Responsibilities:Lead a team of service desk analysts to ensure timely and...
-
Service Desk Team Lead
1 week ago
Liverpool, Liverpool, United Kingdom Ascent People Full timeJob OverviewWe are seeking a highly skilled Service Desk Team Leader to join our team at Ascent People. As a key member of our IT support team, you will be responsible for leading a team of service desk analysts and providing technical expertise to resolve complex IT issues.Key Responsibilities:Lead a team of service desk analysts to ensure timely and...
-
Service Desk Team Lead
4 days ago
Liverpool, Liverpool, United Kingdom Ascent People Full timeJob OverviewAscent People is seeking a skilled Service Desk Team Leader to join our team in Liverpool. This is an office-based role that requires a strong technical background and leadership skills.Key Responsibilities:• Assist the Service Desk Manager in leading the team and ensuring excellent customer service.• Provide technical support and guidance to...
-
Service Desk Team Lead
4 days ago
Liverpool, Liverpool, United Kingdom Ascent People Full timeJob OverviewAscent People is seeking a skilled Service Desk Team Leader to join our team in Liverpool. This is an office-based role that requires a strong technical background and leadership skills.Key Responsibilities:• Assist the Service Desk Manager in leading the team and ensuring excellent customer service.• Provide technical support and guidance to...
-
Senior Service Desk Consultant
3 weeks ago
Liverpool, Liverpool, United Kingdom Ascent People Full timeJob DescriptionJob Summary:Ascent People is seeking an experienced Service Desk Professional to pioneer their service desk function. This role offers an exciting opportunity to shape and grow the service desk team, driving excellence in incident management, product support, and stakeholder management.Key Responsibilities:• Lead the service desk team in...
-
Service Desk Analyst
3 days ago
Liverpool, Liverpool, United Kingdom Evelyn Partners Full timeAbout Evelyn PartnersEvelyn Partners is a leading integrated wealth management and professional services group with over 186 years of experience. We offer a range of financial and professional services to individuals, family trusts, professional intermediaries, charities, and businesses.We provide an award-winning service by employing the best people. Our...
-
Service Desk Analyst
3 days ago
Liverpool, Liverpool, United Kingdom Evelyn Partners Full timeAbout Evelyn PartnersEvelyn Partners is a leading integrated wealth management and professional services group with over 186 years of experience. We offer a range of financial and professional services to individuals, family trusts, professional intermediaries, charities, and businesses.We provide an award-winning service by employing the best people. Our...
-
Service Desk Analyst
34 minutes ago
Liverpool, Liverpool, United Kingdom Evelyn Partners Full timeAbout Evelyn PartnersEvelyn Partners is a leading integrated wealth management and professional services group with over 186 years of experience. We offer a range of financial and professional services to individuals, family trusts, professional intermediaries, charities, and businesses.We provide an award-winning service by employing the best people. Our...
-
Team Leader
3 weeks ago
Liverpool, Liverpool, United Kingdom Government Recruitment Service Full timeAbout the RoleWe are seeking a highly skilled and experienced Team Leader to join our Customer Services team. As a Team Leader, you will be responsible for leading a team of customer service agents and ensuring that they provide excellent service to our customers.Key ResponsibilitiesManage and motivate a team of customer service agents to achieve high levels...
-
Team Leader
3 weeks ago
Liverpool, Liverpool, United Kingdom Government Recruitment Service Full timeAbout the RoleWe are seeking a highly skilled and experienced Team Leader to join our Customer Services team. As a Team Leader, you will be responsible for leading a team of customer service agents and ensuring that they provide excellent service to our customers.Key ResponsibilitiesManage and motivate a team of customer service agents to achieve high levels...
-
Team Leader
2 weeks ago
Liverpool, Liverpool, United Kingdom Government Recruitment Service Full timeJob DescriptionJob Title: Team Leader - Customer ServicesJob Reference: Not ApplicableLocation: RemoteJob Type: Part-timeHours: 32 hours per weekShift Options:Wednesday - 12:30 - 21:00Thursday - 12:30 - 21:00Friday - 12:30 - 21:00Saturday - 8:45 - 17:15Job Summary:We are seeking a highly skilled and experienced Team Leader to join our Customer Services team....
-
Team Leader
2 weeks ago
Liverpool, Liverpool, United Kingdom Government Recruitment Service Full timeJob DescriptionJob Title: Team Leader - Customer ServicesJob Reference: Not ApplicableLocation: RemoteJob Type: Part-timeHours: 32 hours per weekShift Options:Wednesday - 12:30 - 21:00Thursday - 12:30 - 21:00Friday - 12:30 - 21:00Saturday - 8:45 - 17:15Job Summary:We are seeking a highly skilled and experienced Team Leader to join our Customer Services team....
-
Service Desk Operations Specialist
2 weeks ago
Liverpool, Liverpool, United Kingdom Evelyn Partners Full timeAbout the RoleWe are seeking a highly skilled and customer-focused Service Desk Operations Specialist to join our team at Evelyn Partners. As a key member of our IT support team, you will be responsible for providing exceptional technical support to our staff, ensuring that their IT needs are met promptly and efficiently.Key ResponsibilitiesProvide Technical...
-
Service Desk Operations Specialist
2 weeks ago
Liverpool, Liverpool, United Kingdom Evelyn Partners Full timeAbout the RoleWe are seeking a highly skilled and customer-focused Service Desk Operations Specialist to join our team at Evelyn Partners. As a key member of our IT support team, you will be responsible for providing exceptional technical support to our staff, ensuring that their IT needs are met promptly and efficiently.Key ResponsibilitiesProvide Technical...
