Service Desk Team Lead

An exciting opportunity has become available for a Service Desk Team Leader within the IT Ops department, responsible for managing the 24x7 Service Desk function and coordinating major incidents. Our service desk is the single point of contact for all internalstaff when they have an IT problem or a new request.

As the Service Desk Team Lead, you’ll be responsible for the day-to-day management of your team of service desk engineers, who are the main point of contact for our people for a range of technical issues and requests. You’ll be expected to work collaborativelywith other technical teams to speed service recovery, incident resolution and request fulfilment. You will develop good working relationships with business leaders in order to be the trusted, go-to function for IT problems.

You’ll need to make sure you’re encouraging a culture of knowledge sharing and that your team are actively contributing to our knowledgebase.

**Salary**

From £40,000 dependent on experience + on-call allowance

**Reporting Lines**

Head of UK IT Operations

**Main Accountabilities**
- Responsible for managing, mentoring, and developing a team of first line service desk engineers, ensuring a high performing team
- Providing both onsite and remote desktop support for staff across our offices
- Management of resources ensuring adequate cover is maintained to run the 24x7 service desk function
- Coordinate and communicate service outages
- Providing a first point of escalation for the team in respect of service/delivery issues
- Making sure the team meets good service level targets and that they are dealing with technical incidents and IT service requests according to agreed standards and procedures
- Deliver IT support for all starter, mover, and leaver requests, including managing the end user asset database
- Analyse performance of the Service Desk activities and resolutions, identify problem areas, and devise and deliver solutions to continually improve the service provided
- Proactively build and maintain collaborative relationships with colleagues in IT - as well as your business partners and customers
- Regular travel to other offices to visit team members and engage with key stakeholders
- Taking on the role as on-call escalation manager whereby you would be required to manager high priority incident out of hours.

**Requirements**:

- This role would suit someone with relevant IT support experience and who had worked leading a team up to 10 personnel
- Ability to coach team members and provide necessary training to improve skillsets
- Exceptional Customer Service skills with a dependable customer service background. You must be passionate about providing high service levels and think of end users as customers
- Experience in Incident and Problem management processes
- ITILv4 Foundation and good working knowledge of ITIL Service Lifecycle
- Excellent organisational skills, with the ability to triage and prioritise service restoration under pressure
- Having broad technical IT knowledge and being able to guide colleagues in the best way of resolving a range of technical issues
- Show good understanding of our products and services
- Previous experience in supporting some of the below would be desirable:

- Administration of Active Directory technologies, system performance and security
- Knowledge of conferencing, collaboration tools and unified communications
- Excellent knowledge of Windows 10 and MS Office 2010 through 2016
- Ability to support audio visual systems
- Windows print server administration
- Desktop security practices, including anti-malware and end-point protection