IT Service Desk Team Lead

2 days ago

Bromley, United Kingdom INTEC SELECT LIMITED Full time

**IT Service Desk Team Lead**
**Organisation**:
A highly reputable organisation that is leading within its field of Infrastructure and boasts several long-standing relationships with some of the largest brands in the world is hiring an IT Service Desk Team Leader who will be responsible for leading the servicedesk function reporting into the IT Service Desk Manager to be based in Bromley.
This is a permanent career opportunity paying a salary circa of £40,000, plus bonus and training benefits. This is a fantastic opportunity for an individual who would like to pursue a career within IT Service Desk Management or IT Service Delivery. This isan exciting time to join our client as they embark on a journey to improve service delivery, reshape SLA's and implement service training modules through the service desk function.
**Role**:

- Ownership of all IT incidents and request throughout the lifecycle of the service event.
- Completing technical support tasks in a Tier 1 and 2 capacity
- Ensuring the team is organised daily, and are operating efficiently and effectively at all time
- Manage and report on the metrics to indicate the performance of IT services to my clients customers
- Ownership of the Service Desk support function based in the office, responsible for the smooth daily operational running of the team
**Essential skill set**:

- Proven Operational and technical knowledge and experience in handling and closing calls in a level 1 and 2 technical capacity
- Proven experience in Implementing first call resolution and completing known fix / workarounds where appropriate in order to deliver excellence in service levels
- Experience in leading a team of technical desktop support engineers, undertaking support on, and offsite for customers
- Superb customer service and communication skills, both written and verbal - displays commitment to resolving problems as quickly as possible
- Excellent team leader and player able to demonstrate motivation and implement inspiration to team members, daily.
- Enable and extract from team members, ideas to contribute and improve service, feeding into regular Continual Service Improvement delivery programmes
- Always support fellow team members in ensuring a successful team, removing roadblocks, conflicts and enabling technical advice and training is given first-hand, when needed from others.
- Excellent operational experience, including ownership of Helpdesk system support call actions, closure, and allocation, prioritisation and escalation of issues for other members of the team.
- Excellent remote Service Desk support and server/desktop support skills.
- Overall understanding and knowledge of IT systems and technologies
**Desirable**:

- Ability to demonstrate proven and great experience in delivering ITIL Service Desk Objectives in a service management capacity
- ITIL v3 Service Delivery qualification, or equivalent
- A good understanding of MAC and basic Server technical support technologies (2008-19, Exchange, Citrix, VMWare, Cloud Based technologies)
- Windows PC, Server, MAC and networking basic OS accreditations
If you can please respond to this advert with an up to date version of your CV and the leading consultant will be in touch with more details.
**Package**:

- Salary - £40,000 (circa) + annual bonus
- Private medical insurance
- Training courses
- Flexible Working / Work from Home after an initial training period
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