Service Desk Team Leader

4 days ago

Worthing, United Kingdom Intersect Global Ltd Full time

A major essential services provider on the South Coast are seeking to recruit a Service Desk Team Leader to complement their team in Sussex.
The organisation are going through a major transformation in the way it delivers IT support and services, this is a newly created role that will help support this strategic initiative.
The Service Desk Team Leader will join a newly formed Service Desk team and will lead the teams that provide telephone and remote support to the organisation's end users and partners.

The Role
Creating and managing team rosters to ensure adequate coverage is in place at all time, taking into account team holidays and days lost to sickness
Setting workloads and priorities for Service Desk analysts
Ensuring teams are aware and trained in the Service Desks standard operating procedures so that services are delivered in an effective and repeatable fashion
Instilling an ethos of customer service at the Service Desk and ensuring that the customer always comes first
Acting as a point of escalation for end user and service issues that are exceeded or breaching service targets thresholds
Taking end to end ownership and lead the resolution of Major Incidents
Identifying areas of trending and other opportunities for introducing improvements to services
Mentoring team members, perform performance appraisals and ensure career development plans are in place for each Service Desk analyst
Deputising for the IT Service Desk Manager as and when necessary
Acting as the focal point for end user escalations
Managing the delivery of services so that service level targets are meet and exceeded
Continually drive improvement’s to IT Services delivered to the business.

Experience Required
Previous experience of leading a team of Service Desk analysts. Including performance management and adherence to SLA’s and targets for a medium to large organisation.
Strong team management and leadership skills.
Experience with ITSM toolsets, Service Now preferred.
Troubleshooting and request fulfilment experience.
Experience of Remote Desktop tools.
Ability to work under pressure.
Previous experience of running the ITIL Major Incident management process.
Good communication skills, the ability to articulate technical solutions to a non-technical

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