Service Desk Team Leader

Posted 24 January by Pure Resourcing Solutions
Looking for your next job/opportunity/vacancy? I am recruiting for a reputable, well established and growing local business that are seeking an experienced IT Service Desk Team Leader to assist with the day to day management and development of the IT Service Desk Team.

Job description:
The post holder will be responsible for managing, mentoring and developing the Service Desk Staff. This will involve implementing new processes, ensuring that incidents and requests fulfilled within the SLAs and ensuring the working environment is functional and meets company standards.

Core duties:
• Lead by example creating a culture of strong performance
• Continually develop and motivate staff to increase staff and service performance
• Engage with 3rd party providers ensuring SLAs are being adhered to
• Support the Procurement Team in Statements of Work, Statements of Work and the purchasing of hardware/software required within the IT Service Desk Team
• Act as the escalation point for service incidents, major incidents and service reviews
• Create and maintain the knowledge base system
• Define plan and forecast staffing requirements based on demand

Core competencies:
• Good knowledge of Active Directory and SCCM (essential)
• Experience working within ITIL v3 Framework and best practices (essential)
• Experience managing IT Teams, developing staff and improving customer satisfaction (essential)

This position is a great opportunity to develop your management career managing a team of 7 staff in a dynamic and fast paced environment for a reputable and well regarded employer.

Reference: 34305514

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