IT Service Desk Team Lead
2 weeks ago
Bell Integration - Driving Digital Transformation 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 and managing the IT Service Desk team, ensuring the effective delivery of support services to end-users in line with business objectives.
Key Responsibilities:
- Lead, mentor, and manage the Service Desk team, fostering a high-performance culture.
- Oversee the daily operations of the IT Service Desk, ensuring service requests and incidents are managed in line with agreed SLAs and KPIs.
- Manage and escalate incidents, ensuring timely resolution while minimising business disruption.
- Serve as the primary point of contact for escalations, ensuring a high level of customer satisfaction.
- Manage the configuration and administration of the Service Desk toolset.
- Develop and maintain processes in line with ITIL best practices.
- Provide regular performance and trend reports to management.
Requirements:
- Bachelor's degree in IT or a related field, or equivalent work experience.
- Minimum 3-5 years of experience in a service desk or IT support role, with at least 1-2 years in a leadership capacity.
- ITIL Foundation certification (ITIL 4 preferred).
- Proven experience managing and improving IT support services in a fast-paced environment.
What We Offer:
- Competitive salary.
- Flexible remote working.
- A generous company pension.
- 25 days annual leave entitlement plus bank holidays and the option to purchase 5 extra days.
- Healthcare and dental insurance.
- Life assurance.
- Cycle to work scheme.
- A diverse and inclusive work culture.
- Modern vibrant workplaces.
- Exclusive discounts with major retailers, discount gym memberships, and access to our wellness centre.
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