IT Service Desk Team Leader
Role details
Job location
Tech stack
Job description
We are looking for IT Service Desk Team Leader (Fixed Term) who would like to help us reach our mission to "earn customer loyalty and drive business growth by providing consistently excellent service".
This is a fixed term contract until end May 2027 Purpose of this role
To meet the needs of our internal customers head on. Collaborating with our wider IT Core Support, delivering great service to customers. Deliver continuous improvements to the way the Service Desk operates, whilst displaying a 'can do' attitude. Working with a diverse and dynamic team to meet key performance indicators (KPIs). Your key responsibilities are
Ensuring the performance of the team through effective leadership and Management whilst reporting team performance and progress to management.
Provide exceptional operational customer service and ensuring customer effort is minimised.
Successfully managing and delivering projects through project planning, work assignment and stakeholder communication.
Applying principles of ITIL Service Management through day-to-day application of applicable ITIL practice such as Incident, Problem, Service Request Management.
Support customers by providing communications management as a part major incident event management.
Ensuring the personal development of those within the team through techniques such as coaching, mentoring, formal training and maintaining team skills matrix.
Creating, maintaining and giving training on appropriate policies, guidelines and knowledge base articles for the resilience and future scalability of the Service Desk Team.
Implementing continual improvement in all aspects of the role.
Any other duties as required by the IT Service Support Manager.
Requirements
IT related Degree or equivalent.
CompTIA A+, Network+, Security + or equivalent.
ITIL Foundation.
Leadership or management training or certification. Experience/Knowledge
Managing others to complete a goal whilst enabling success.
Experience coaching, mentoring, knowledge sharing or shadowing.
Knowledge of project management techniques to deliver benefits to stakeholders.
Experience working to ITIL principles and practices.
Experience with customers to resolve incidents through registration, investigation and diagnosis.
Ability to update devices for security patches for an estate of devices.
Experience prioritising to achieve SLA. Abilities/Skills
Effective presentation skills, conversing with people at all levels.
Excellence in delivery to expectation on time.
Effective in taking proactive ownership of problems to solution.
Maintaining, improving and promotion of policy to those contacting Service Desk and working behind it.
Ability to support Microsoft & Linux operating systems, networks, Active Directory and Exchange. Desirable
Project management certification such as PRINCE2, APM or other.
Experience in managing projects to completion using framework.
Experience managing ITSM packages.
Service Desk Plus beneficial.
Experience managing the security updates for an estate of devices through Endpoint Central.
Experience leading and managing others to achieve SLA as a collective.
Ability to register new users, change details, handle leavers and bulk migrations.
Ability to configure smartphones & provide mobile device support.
Working understanding of concepts such as DHCP, DNS, VPN.
Experience troubleshooting and configuring Microsoft Exchange.
What can you expect from us
Cost of living annual pay review.
Company pension contributions up to 10% if employees contribute 5%.
33 days holiday including bank holidays with the ability to purchase an additional 2 weeks.
