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IT Service Desk Team Lead

2 months ago

Luton, United Kingdom Crimson Full time
Job Description:

Crimson is seeking an experienced IT Service Desk Team Lead to join our team. As a key member of our IT department, you will be responsible for leading our IT Service Desk team and ensuring the delivery of high-quality technical support to our clients.

Key Responsibilities:
  • Lead the IT Service Desk team and ensure the delivery of technical support to our clients.
  • Oversee the resolution of incidents reported to the IT Service Desk, ensuring that service level agreements are met.
  • Manage the IT Service Catalogue and ensure that all relevant ITIL processes are followed.
  • Be responsible for the day-to-day delivery of technical support to the organisation, through the effective use of the IT Service Desk team and by working with other IT team colleagues.
  • Ensure that Service Desk tickets are updated with progress notes, detailing progress on the task for both the end user and other team members.
  • Communicate with all relevant parties affected by any task promptly.
  • Ensure that health & safety standards and practices are being followed and upheld by all staff in the department.
  • Work with colleagues to ensure comprehensive documentation of procedures and the Service Desk knowledge base are maintained.
  • Work as part of a team to build & deploy new desktop / laptop / mobile equipment to the corporate environment.
  • Take a pro-active approach in this job role, through monitoring the performance of staff and systems, and make regular routine inspections of installed equipment.
Requirements:
  • Experience of leading / managing a team of technicians in an operational environment.
  • Customer focused approach with a sense of urgency to provide the support our users need.
  • A very well organised and structured approach to work planning, time allocation to tasks, and a flexible approach to daily routines to deliver the desired results.
  • An ambition to constantly learn new skills and develop knowledge.
  • An outstanding team working ethic, communicating with colleagues in a clear and professional manner.
  • Ability to apply ITIL processes to the provision of IT support in the airport and corporate environment.
  • The ability to investigate and trouble-shoot a wide range of technical problems.
  • An approach that builds professional rapport and trust with colleagues at all levels of the organisation.
  • A personal drive and ambition to succeed in the face of adversity.
  • Good written and spoken communication skills.