Service Desk Team Leader

Do you want to work for a company that has a global presence, a rich history, and a commitment to sustainability? Do you want to lead a team strives to succeed and develop with the business? We have an exciting opportunity for a Service Desk Team Leader to lead a growing team through an exciting digital transformation.

The Company

This business is a leader in its field, providing high-quality solutions to clients across the globe for over 70 years. They have established a reputation for quality, reliability, and innovation. This company works with over 75% of the world’s global manufacturers, providing them with a vast selection of products from their production sites around the world. With this business now embarking on a digital transformation journey, this is an exciting opportunity to bring your leadership expertise to a role in which you will play a key role in shaping the future of the organisation.

The Role

This business based in South Tyneside are looking for a Service Desk Team Lead to ensure the service desk team are focussed on maintaining a high level of customer service and provide guidance on how to improve standards to provide a better customer experience.

You will work closely with the Service Desk to retain ITIL practices, lead on Major Incident Managment and in addition, there will be opportunity to improve process, systems and tools with a focus on delivering the best customer experience possible.

Key responsibilities will include:

• Manage and monitor operational activities covering OLAs, SLTs in line with KPI’s.
• Maintain high levels of customer service experience whilst liaising with other delivery teams
• Effectively manage communications for major incidents and escalate as required.
• Develop the skills and knowledge of the Service Desk Analysts
• Assist with employee training

Experience and skills required:

• Experience within a similar role
• Knowledge and experience implementing ITIL Service Management Best Practices
• Excellent communication, both verbal and written
• Excellent customer service skills
• Experience in Major Incident Management

Next Steps? If you would like to know anything more about this role or even just want to hear what other Infrastructure, Cloud and Security positions I have that may also be a good match for you then please apply to this advert / or catch me on LinkedIn "Liam Pearce"

You must be fully eligible to work in the UK to apply to this position and be able to travel into office