ICT Service Desk Team Leader

15 hours ago

Kingston upon Thames, Greater London, United Kingdom Ashdown Group Full time
Service Desk Lead Opportunity

A leading tech business in Kingston, Surrey is seeking an experienced Service Desk Lead to join their Infrastructure team. Reporting to the Head of IT, this role is pivotal in driving process improvement and ensuring a proactive, efficient, and mature service to the organisation.

Key Responsibilities:
  1. Run the front-line service desk function, ensuring it provides a high-quality service to agreed SLAs on services.
  2. Take ownership of Manage Engine Service Desk Plus (SDP) and champion the use of ITIL best practice, ensuring all IT support queries are logged in SDP and resolved according to agreed SLAs.
  3. Work closely with the wider IT function and business to ensure issues are escalated appropriately and tickets/users are kept up-to-date on progress.
  4. Ensure the IT Operations and Cloud Infrastructure teams follow the Change Management process and uncontrolled/unauthorised changes are not carried out.
  5. Meet the operational requirements of our Information Security Management System, proactively engaging in internal and external audit programmes and ensuring remediation activities are completed in a timely manner.
  6. Able to identify opportunities for continuous service improvement and their implementation, including recognising the potential for amendment to existing ITSM processes, updates to the SDP configuration and workflows, and reporting.
  7. Preparing management reports on ITSM performance.
Ideal Candidate:

This role would suit a personable, ITIL qualified Service Desk Lead or Service Desk Manager who enjoys people management. The ideal candidate will have the following skills/experience:

  1. Experience of IT Service Management in a 24/7/365 environment, ideally with a demonstration of career progression.
  2. A good understanding and experience of the execution of ITIL processes, including Incident and Problem Management, Change Management, Asset Management, Configuration Management, and Continual Service Improvement (CSI).
  3. Demonstrable leadership skills, including commitment, highly organised, owning problems (and solutions), people leadership.
  4. Accreditation at ITIL Foundation expected as a minimum; higher is a bonus.
  5. Customer-centric and empathetic self-starter with maturity and confidence, excellent communication skills to engage different stakeholder groups across the organisation.
  6. Familiarity with terminology and support of the following technologies is an advantage:
  • Microsoft Office applications, both desktop and M365 deployed.
  • Mobile devices, desktops, and laptop estates.
  • Azure, AWS, private cloud, and on-premise server deployments.
  • IIS/.Net, SQL Server, and ORACLE SaaS and client/server applications.

The salary on offer for this role is up to £52,000 plus bonus and benefits.

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