Team Leader - IT Service Desk

You will combine strong people leadership with technical and operational expertise, demonstrating end-to-end ownership, acting early on risk and using data, learning and root cause analysis to prevent repeat issues. You will work as part of one ETS team, partnering across Support, Engineering, Infrastructure and Product to improve tools, processes and service outcomes., Act as an escalation point for complex technical and operational issues, ensuring issues are fully diagnosed and followed through to resolution, Use service data to identify improvement opportunities and influence changes to tools, processes and policy

5+ years’ experience in IT support or service delivery, including 1+ year in a leadership role, Proven experience coaching, developing and performance managing technical support teams, Strong understanding of incident, request, problem, change and knowledge management practices, Strong enterprise technology knowledge across desktop, mobile, software, networking, VPN, peripherals and endpoint security

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• Strong judgement, problem solving, communication and stakeholder management skills, A track record of operating independently, taking end-to-end ownership and influencing improvements beyond your immediate team, Experience working successfully in a global, cross-functional support environment