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Service Desk Team Leader

2 weeks ago

Manchester, United Kingdom Adria Solutions Ltd Full time

Service Desk Team Leader - Fully Remote - Up to £55k
On behalf of our global client based in Cheshire, we are recruiting for an experienced Service Desk Team Leader. As Service Desk Team Leader, you will head up the EMEA region of the global team responsible for desk-side and remote support to company employees.

The Service Desk Team Leader will be responsible for:

- Provide advanced support and assistance to distributed and local end-users to maintain a secure and productive working environment.
- Set the working objectives and task priorities of Service Desk staff.
- Work in conjunction with superiors and peers to enhance and refine service offerings and support capabilities.
- Assist the global infrastructure team with advanced support and systems maintenance tasks as requested.
- Act a local point of escalation for other leaders within the Organisation at a regional level, managing locally where feasible, escalating globally where appropriate.
- Mentor and develop others within the team as required.
- Work closely with colleagues in Group IT Service Operations teams (Infrastructure and Security) to Deliver a consistent quality of service.
- Monitor internal assets to ensure accurate inventory records for your region.
- Manage local service desk team members in their daily duties of attending to customers who come to make inquiries and facilitating good customer service culture among team members.

The Service Desk Team Leader will have the following:

- Strong experience in managing front line service desk analysts / technical support roles.
- A technically strong, well-rounded IT Service desk Team Leader with strong experience and advanced troubleshooting skills covering and not limited to Microsoft Windows operating systems and Microsoft Office 365 (Teams, Outlook, Endpoint Manager, Intune,Exchange).
- Appropriate qualifications and/or training in the delivery of ITSM.
- Experience in working and leading fast-paced customer focus teams.
- Experienced in managing and leading projects.
- People Manager with strong interpersonal, motivational & communication skills required for coaching and mentoring team members.
- Advanced troubleshooting skills. The ability to quickly troubleshoot problems of varied complexity with limited data or information resulting in the best solution for the customer.
- Strong Microsoft Office skills.
- Ability to effectively break down and communicate complex ideas/problems across teams.
- Experience practising ITIL principles (Including Incident, Problem, Change and Configuration Management)

**Benefits**:

- 25 days Holiday
- Flexible working
- Remote Working
- Life Assurance

Service Desk Team Leader - Fully Remote - Up to £55k