IT Service Desk Team Lead
1 day ago
Are you an experienced IT Service Desk Team Lead? Do you have experience managing and leading a busy service desk?
About the Company
Our client is a well-established wealth management firm based in Central London. They are a global leader in their field and have made a large acquisition recently, so they are continuing to grow.
Position Overview
**Responsibilities**:
- Manage team resources, shifts and absence.
- Manage staff on a day-to-day basis.
- Perform staff appraisals and monthly performance reviews.
- Ensure the team is meeting deadlines and responsibilities.
- KPI & SLA reporting.
- Escalation point, Triage and manage incoming service requests and incidents.
- Provide mentoring for new team members as required.
- Recruit, develop and train team members.
- Work with other team leads to ensure working relationships and process between teams are effective.
- Business Continuity management as backup for Manager.
Essential Skills and personal qualities
- ITIL or SDI SDM qualification required.
- At least 2 years' experience in leading a 1st and 2nd line Service delivery technical support team.
- Strong knowledge of Windows 10 and MS Office 2016/2019/O365 platforms.
- Strong knowledge of Active directory and IAM account setup processes.
- Experience with Service Now is beneficial.
- Experience with basic scripting and automation tools. (e.g. PowerShell)
- Experience working in the financial services sector considered beneficial.
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