IT Service Desk Team Leader
4 days ago
We have a brand new and exciting opportunity to join our multi award winning clients as a Service Desk Team Leader
Reporting directly to the IT Director, you will be responsible for the day to day functions of the Service Desk ensuring it runs effectively and smoothly.
**Key Duties**:
- Manage the day-to-day workload of the Service Desk Technicians, assigning tasks and monitoring deliverables while offering support, development, and leadership to the team.
- Monitor and maintain service desk SLA’s, ensuring consistent and timely communication with end users and timely resolution of all issues.
- Proactively seek continuous improvement to all aspects of service desk delivery, including regular review of service desk tools and business processes, and retrospective review of issues for trends and common factors.
- Take ownership of escalated service desk issues, providing resolutions or communicating outcomes in a timely manner.
- Be responsible for ICT asset registration and movement, purchasing of new/replacement equipment, and associated asset management tools.
- Plan and coordinate delivery of all hardware deployments as required by all staff.
- Be the primary point of contact for 3rd party vendors and maintenance providers, and monitor service delivery and adherence to 3rd party SLAs.
- Support the Systems Administrator where required in the maintenance of Active Directory, Office 365 etc.
- Provide a high degree of customer service for all support queries.
- General administrative duties.
**Skills and Experience**:
- Experience in a team leader role, or as a technical project lead.
- Strong communication and planning skills with the ability to articulate technical solutions.
- Experience of operating or managing an ITSM system, i.e. Freshdesk, Jira or similar.
- Demonstrable experience of taking complex break/fix issues from initial report to resolution.
- Excellent interpersonal skills together with a strong customer focused approach.
**Benefits**:
- Exciting opportunity to work for a growing business.
- 25 days holiday + Bank Holidays + your birthday off.
- Annual discretionary bonus.
- Pension Scheme.
- Reward & incentives scheme.
- Support for further career development.
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