The IT Service Desk Team Leader is responsible for supervising the UK and Ireland Service Delivery team in supporting all IT services including applications, systems, hardware and customer experience.
Key Information
- Service Desk Team Lead level
- Salary: £40,000 - £45,000 per annum
- Working Location: 2 options (Hybrid 2 days at home or Fully office based)
- Additional Bonuses: Up to 15% company bonus
- 25 days annual leave plus bank holidays
- Pension - 5% employer and 4% employee
- 4 x salary life assurance
- Cycle to work scheme
- Retail discounts
- Employee Assistance Program
- Annual Pay Review
Main Duties and Responsibilities of the IT Service Desk Team Leader role
- Plan, schedule and monitor work activities to meet business needs. This will include the management of day-to-day requests, incidents, major Incidents, changes and release management.
- Ensuring that all tickets are handled in accordance with agreed procedures and that documentation of the supported components is available and in an appropriate format.
- Escalation points for service requests and incidents managed by Service Delivery personnel including Regional teams.
- Conduct effective performance evaluations and mentor those with less experience through formal channels where appropriate.
- Ensuring team members are appropriately trained for their roles.
- Liaise with other team leaders/managers within IT to help ensure the achievement of departmental objectives.
- Assist with other projects and activities within the Division as appropriate and as time allows.
- Performs on-site hardware and software fixes, and where necessary implement workarounds, across multiple sites.
- Control the management of Major Incidents and provide updates to the Management Team.
- To assist in maintaining the IT knowledgebase, through clear and accurate documentation of systems and related business procedures.
Experience Needed for the IT Service Desk Team Leader role
- Management of a team
- Strong attention to detail
- Experience of working in an office environment
- Experience in a Technical Support Team/Service Desk Team Lead role
- Experience with O365 and Exchange Online
- Detailed understanding of client hardware and operating systems
- Good understanding of WAN and LAN environments
- An understanding of MPLS and VPN fundamentals
Desirables
- Certifications in Microsoft technologies
- ITIL Foundation certificate
- Exchange and Server experience
We will be reviewing applications and interviewing candidates on an ongoing basis and encourage you to submit your application early. We reserve the right to close this vacancy once a successful candidate is appointed. We may close this vacancy earlier than the deadline as applications are being reviewed on a regular basis throughout the advertised period and interviews may take place for suitable candidates.
For immediate consideration please send your CV today