Service Desk Team Leader

Ref No. EMP505705
Location Worthing, England
Job type Permanent
Job Status Closed
You can not apply for this job as its status is Closed.
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Service Desk Team Leader opportunity - based in Worthing - up to 33k


Team Lead experience

The Job

Service Desk Team Leader opportunity - based in Worthing - up to 33k

Fantastic opportunity working for a leading utilities organisation who is going through an exciting IT transformation which will strategically change the way it delivers IT support and services to its business and end users. The Service Desk Team Leader is required to drive excellent IT Customer Service and deliver a Continual Service improvement programme.

The Service Desk Team Leader is a new position that will join a newly formed Service Desk team and will lead the teams that provide telephone and remote support to end users and partners. The Service Desk Team Leader will be responsible for:

  • 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
  • Ensuring that each Service Desk shift is appropriately handed over to the next shift each day in an appropriate manner
  • Creating and updating knowledge articles and standard operating procedures so that are in place and kept up to date.
  • 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.
  • Previous experience of running the ITIL Major Incident management process.
You can not apply for this job as its status is Closed.
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Laura Bennett
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