W1siziisimnvbxbpbgvkx3rozw1lx2fzc2v0cy9nb3j0aw1lcibtcglua3mvanbnl2jhbm5lci1kzwzhdwx0lwpvyi5qcgcixv0

Service Desk Team Leader

Service Desk Team Leader

  • Location

    Kidderminster, Worcestershire

  • Sector:

    Help Desk

  • Job type:

    Permanent

  • Salary:

    Negotiable

  • Contact:

    Christina Papageorgi

  • Email:

    christina.papageorgi@mortimerspinks.com

  • Job ref:

    24812/003_1546257652

  • Published:

    8 months ago

  • Expiry date:

    2019-01-30

  • Consultant:

    #

Service Desk Team Leader/ IT Support Team Leader

This is an excellent opportunity to join a successful organisation as a Service Desk Manager/ Support Manager managing two members of staff.

PRINCIPLE DUTIES

  • Responsible for leading the team of Service Desk Technicians

  • Define the strategy, create a plan and lead the change to support the development of drp's Service Desk Support Team.

  • Provide team leadership, staffing mentorship and governance of the Service Desk resources

  • Overseeing incoming request, incidents and issues from a diverse portfolio of in-house clients

  • Managing and co-ordinating complicated support issues

  • Acting as an escalation point for all requests and incidents

  • Developing and maintaining escalation process procedures

  • Ensuring the timely resolution of incidents and requests in line with SLA's

  • Implementing and maintaining best practice ITIL processes

  • Provide data and report KPIs and trends to management on a regular basis

  • Manage the process for communicating Major Incidents

  • Managing any major incidents from start to completion

  • Supervising and supporting team of Service Desk Analysts

SKILLS, QUALIFICATIONS & EXPERIENCE

  • Proven experience in a Service Desk environment / Lead role

  • ITIL Service Delivery / ITIL Foundation understanding

  • ITIL Service and Foundation understanding

  • Service desk and incident management

  • Service level management

  • Prior experience in an IT related technical support customer facing role

  • Knowledge of ITIL methodologies (ITIL certification desirable, but not essential)

  • Experience with providing first & second line support of desktop & data centre technologies (i.e. Operating Systems, Server, Network, Monitoring, Storage & Backup infrastructure.)

  • Solid base of technical knowledge, with a skill level capable of supporting Incidents at the first level or beyond.

If this sounds like you apply immediately to be considered

Contact us

Contact us

Start the conversation with one of our consultants. Let's make
a positive difference to your future today.

  • Connect with us